Ip Office Center - Demo Script And Presentation 1r3d3v

IP Office Center Technical Feature Overview and Uses Cases

Objective of SE/Partner IPOCC Demo Package Empower the SE and Partner Community to:  Articulate briefly IP Office Center advantage  Build out a IP Office Center Server with initial configuration  Customize initial configuration with demo specific task flows, IVR scripts  Present impactful demo of IP Office Center main functional areas – Agent Experience – Supervisor Experience – Activities including basic knowledge flexibility to customize all aspect of the system © 2013 Avaya Inc. All rights reserved.

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Avaya IP Office Center 28th February

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Avaya Midmarket Collaboration Solution Simple, Powerful & Affordable

Center

Security

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Collaboration

Networking

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Avaya Center Solutions for IP Office Avaya Center offers based on Avaya Aura Primary Competitors:

Suite-based enterprise features (HA, session mgmt.)

Avaya Aura Center  Suite for Midsize Enterprise (AACC-M) Genesys Cisco Avaya Aura Call Center Elite for Midsize Enterprise (Elite-M) Interactive Intelligence Altitude

Integrated advanced applications

Multi-channel

Avaya Competitors:

Center Select  Cisco Competitors: GA June 24 UCC-X Primary

Interactive  Genesys Express Intelligence CIC Cisco UCCx Avaya IP Office  Aspect Center Altitude  Shoretel GA Feb 28 Primary Presence Genesys Express Competitors:  Huawei ShoreTel  Huawei Voxtron (BT)  Shoretel Altitude  Etc. Presence

Center Solutions for IP Office

Voice

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What Are We Launching? Avaya Center Solutions for IP Office Multichannel Innovation Built for Small and Midsize Business. Customers and prospects

Inbound

Small and midsize Business

Outbound

Build Satisfaction & Loyalty… © 2013 Avaya Inc. All rights reserved.

Build Lifetime Value…

One Interaction at a Time… 6

IP Office Center Powerful features  Real time & historical reports – email/web/voice transactions

 Powerful, customizable agent desktop – click to call, multichannel view etc

 Call recording for every Agent and Supervisor – Improves agent performance, eliminate conflicts

 Built in IVR promotes self service – Reduce agent handle time ed in US, Canada, UK, Australia, New Zealand, India (English only) © 2013 Avaya Inc. All rights reserved.

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IP Office Center Configuration Options Sold as software – ISO or OVA Agent Capacity

Add to IP Office

IP Office Center Server

IP Office Server Edition

PROVISION

Partner-Supplied Server

Up to 100 agents at up to 32 nodes ed by the primary server

IP Office 500v2 Up to 30 agents at a single site (no multisite center over SCN)

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Additional Hard Drive on SE Server ‒ Recorder

ADD Partner-Supplied Application Server  2 x hard drives ‒ VMPro ‒ Recorder

 Windows 2008R2 or 2012 R2 Server  Minimum hardware requirement – Intel Xeon E3 Quadcore 3.1 GHz – 8GB DDR3 ECC – 1 x Seagate ST500DM002 – 500GB formatted capacity, 7200 RPM, 16MB cache, SATA interface, RAID1 – RAID controller (Intel C202) onboard – 1 x 1GB NIC

 Sample servers

‒ Dell D210/220 ‒ Fijitsu PrimergyTX1000S3p

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IP Office Center Terminology

 Task - Represents a customer telephony call, email or chat  Topic - Media independent route point, essentially a virtual device that can receive

multiple, simultaneous calls for redirection via a Task Flow. Tasks are queued at the Topic level first.  Task Flow (Call Flow) – A progression of steps to determine the routing of a task

coming into the Center. This “script” contains a beginning, logical steps based on system and call specific elements and a destination. This is presented graphically in the center system.  Agent Group / AG – Provides destination point for tasks in which agents can to to

receive the tasks. The system accepts the task as a Topic which follows the task flow ultimately sending the task to a free agent in the agent group.  Team - A list of agents configured in a team, used for reporting  Wrap Up – Equivalent to After Call Work, it is the time an agent uses to complete work

between calls  Text Block - Homogenized responses for increase productivity. Once created, Text

Blocks can be used in templates or assigned to Topics and be offered to agents when editing a message belonging to that Topic © 2013 Avaya Inc. All rights reserved.

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System Configuration & Setup 1. Step

2. Step

3. Step

Custom Setup

Collect the customer data in an Excel template

Install software

Import the customer data and test standard features

Make customer specific configuration

Core System: Windows MSI setup unattended or VM-Ware template

Excel

Clients: Windows MSI setup unattended

IP Office Center

Clean System

Depends on About 1 h for 20 Agents

The system configuration will be defined in a special prepared Excel file according to the customer requirements

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The software will be installed with Windows standard setups (MSI) routines bundled in setup wizard.

The collected system requirements will be imported. The system is operable and can be tested with standard call/task flows and standard announcements.

Depends on the customer requirements According to the business process of the customer the call/task flows will be implemented via the Phoenix drag & drop task flow editor and the IVR editor

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Step 3 - Easy Tools to Deploy Initial System Based on Customer Needs Customer Data input spreadsheet

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Task Flow Layouts

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Agent Desktop Features and Functions

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Agent Applications Home – Landing page after . Contents is configurable with a subset of real time statistic elements Telephony - Application where Agents process calls and view customer information. Can preform actions like pickup calls from other Groups and topics; review and call back abandoned calls Email - Application where Agents process emails

Chat - Application where Agents process chats

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Agent Screen – Customized View  Customize to Team or Agent Group standards  Add real time information relevant to Task Flows and Skills  Personalize the Agent Interface

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Agent Interface – Minimized view  Minimizes as a fully functional side bar allowing for other PC work to continue  Expand, contract or maximize to larger Interface as needed

Sidebar View

Agent Status per Task Task type – Audio, Email, Chat

Expanded View

Full Call Control © 2013 Avaya Inc. All rights reserved.

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Agent Interface – Telephony View  Full agent control: – Sign in/out Agent Groups – View history – View Customer Details

 Customizable to define size and information visible  Access to available Tasks and Media functions  Organize views in tabs and make use of hyperlinks  Integrated Internet Explorer option for Call Data driven searches and/or access to web ticketing

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Email Processing Answer, create, postpone and forward Integrated address book Text blocks definable to assure high quality answers and speed Channel prioritization and definable workload per Agent

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Agent Interface – Chat View  Integrated Chat  Answer, create, postpone and forward  Auto respond with Pre-Defined Text messages to assure high quality answers and speed  Integrated address book and customer database  Channel prioritization and definable workload per Agent

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Agent Desktop Live Demo

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Supervisor Desktop Features and Functions

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Supervisor Applications Real Time Information – View, manage & configure real-time Center statistics Reporting - Manage, configure & view historical, counter based Center statistics Agent Status Report - Configure & view statistical information about agent activities that are not concerning call or e-mail handling. Details Report - Configure and view statistical information about single s (calls or e-mails).

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Supervisor Interface  Supervisor can remotely log on/off and sign on/off agents from Agent group (remote functions)  Supervisor silent monitoring  Fully customizable, Feature rich interface  Coaching functionalities  Reports comparable with integrated reports like CMS  Pickup and delegate calls

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Real Time Information Overview of center status Individual monitoring screen with integrated telephony function Information available for agents, team leaders and supervisors Waiting queue of all tasks including Email & Chat Service level information

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Real Time Data Agent state per Agent Group/Team - Integrated Telephony functions - Remote /logoff, sign on/sign off

Waiting queue of all channels including Emails and Chats - Lists of waiting calls/emails… - Service level - Thresholds

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Statistics

Counter based reports – Configurable parameters per report – Timescale – Duration – Counter type (agent, topic, media) – Report type (manual, automatic)

– Individual reports – Predefined Reports

Call based reporting – evaluation – Customer history – Agent history

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Historical Reporting  Statistics – Counters available for topics, agents, AG, team, … – Export to Excel (optional automatic use of customer defined macro) csv, pdf, rtf – Send Reports via Email

– Output with defined resolution (minutes, hours, days, weeks … ) – Defining of period (start stop, day of week) – Scheduled (automatic) or cyclical statistics

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Agent Status and Details Agent Status Report: Non-Task related events

and Customer Details Report

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Supervisor Interface Live Demo

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System Call Handling Operational Overview

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IP Office Center

Inbound Call Handling Overview (Topics and Call Flows) 1. Call is received via IPO and forwarded to IPOCC via SIP extension. 2. Incoming customer calls/tasks trigger a Topic by using the Topic designation (e.g. Sales = extension 7000, [email protected]) – IP Office Shortcode (e.g. 70XX) redirects the call to the IP Office Center – Email and Chat use internal SMTP and Chat client services

3. Each Topic is linked to a Call or Task Flow – Task Flows determines the routing of the call or task – Task Flows have a start, routing logic and a destination – Destinations are Agent groups, External Destinations, IVR, other topics, etc.

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Topic; Agent Group; Agent Configuration Demo

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Screens Features and Functions

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Applications Configuration - Configure main Center elements

Dialer - Configure outbound dialer jobs & campaigns

UI Configuration - Configure & assign & Menu Bars, Home & Telephony features

Email - Configure email (UMR) core components

Task Flow Editor - Configure Center routing rules

Text Blocks - Configure blocks of text used for Email auto reply templates

IVR Editor - Configure IVR scripts, Announcements & response

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Address Book - Configure address book access and availability to Email

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istration Landing Screen  Aggregated center services and elements (per tab)  Configured system connections and system services  Define Agent, Agent Groups, Teams and Topic views  Set country and manage customer data base  Define and manage announcements

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IP Office Center Topic Configuration

Change picture

 Topic are associated tasks by – Extensions for telephony i.e. 4357 – Email addresses for Email Tasks ([email protected])

 Topic are used to present tasks to a call flow associated with the topic  Unlimited Topics can be defined  Set Skill levels needed for topic  Set routing order and availability

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IP Office Center Agent Group Configuration

Change picture

 Thousands of agent groups can be defined (5-10 are commonly used)  Each agent can be member of up to 120 agent groups (per media type)  Each Agent has its own level or priority assigned to the agent group (1-60)  Distribution rules for an agent group: - priority - in the same priority level: longest idle time  Agent Groups are the destination for topics after call routing logic is complete, tasks are queued and presented to agent when available. © 2013 Avaya Inc. All rights reserved.

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IP Office Center Agent Configuration

 Any number of agents can be defined, but only the licensed number can be active  Assign Agents to Agent Groups and teams  Set agent multi-channel access  Set agent skill level  Each agent can be member of up to 120 agent groups (per media type)  Set priority level for assigned groups  Define privileges and authorize access to system elements such as topics © 2013 Avaya Inc. All rights reserved.

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Task Flow Editor Task Flow Menu

Identify Source!

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Define Condition!

Choose Destination

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Task Flow Editor Example Structure

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Change picture to call flow from training session/demo setup

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IP Office Center

Interactive Voice Response (IVR) Overview  Self Service Component (IVR) with a graphical script editor built in  Touch tone (DTMF) capabilities by default. Text-to-Speech available from Microsoft or can use Nuance with additional cost (Speech Recognition can be done via Nuance)  Access to standard ODBC enabled data bases  Option to play plain announcements only (non interactive, no touch tone)

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IVR Editor  Graphical tool for built in Self Service Component (IVR) – Announcements (.wav) PCM-coded – DTMF recognition (also: fax recognition) – Voice messages – record (silence detection) – Email, delete – Routing

 Access to ODBC enabled databases Drag Drop elements to build highly productive and sophisticated IVR interaction using recorded or Text to Speech Announcements, data base queries, system or call specific events and much more

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System Configuration Live Demo

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IP Office Center Solutions – Sales Track  www.avaya-learning.com

using SSO credentials

 Pre-requisite: IP Office SME sales credential. – Earned by completing on line assessment 2S00010A.

 IP Office Center Course: – 2M00100O Selling Avaya Center Solutions for IP Office – Duration: 1 Hour

 Online Tests (to earn APSS – IP Office CC Sales Credential) – 2M00001A Selling Avaya Center

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