AACC SIP Contact Center Case
1
2012-04-19
Kravspec kund del 1 ”Feature Matrix”
 Redundant centralized with local equipment where needed
 SIP enabled
 Basic functionality: queue messaging, transfer of calls etc
 Advanced skill based routing, business advocate
 Callback/Queback
 Selfservice IVR
 Integration to Work Force Management tool
 Basic Outbound tool, list management, GUI to note call outcome
 Call blending, inbound/outbound, different sites and clients
 CTI integration
2
2012-04-19
Kravspec kund del 2 ”Feature Matrix”
 Multi Channel Que
 Handle multiple parallell contacts
 Admin GUI to handle access rights, agent accounts
 Reporting - no need for tech skills to pull reports
 Advanced reporting, reports on and aggregated level
 Reports on detailed (CDR) level
 Must be possible to feed live web reports
 Agent work at home solution
 Integrate with Active Directory for SSO
 PCI-compliant
3
2012-04-19
Lösningsförslag Pilot
Data Center 1
CORE 1
CORE 2
CCMM 1
CCMM 2
AMS 1
AMS 2
AES 1
AES 2
VPMS 1
SM 1
SM 2
SYSM 1
CM 1
CM 2
AACC
Data Center 2
SYSM 2
LAN
APP 1
MPP 1
WAN
Agent site
30 Voice
30 MultiMedia
30 Outbound
30 VP
60 E1 channels
LAN
ESS 1
PSTN
trunk
4
2012-04-19
G450 1
Agent
Agent
Lösningsförslag Produktion
Data Center 1
CORE 1
CORE 2
CCMM 1
CCMM 2
AMS 1
AMS 2
AES 1
APP 1
AES 2
APP 2
SYSM 1
SM 1
SYSM 2
SM 2
VPMS 1
MPP 1
VPMS 2
MPP 2
CM 1
N G450
CM 2
N G450
AACC
Data Center 2
LAN
PSTN
MPLS 2
MPLS 1
Agent site A
G650
Agent
2012-04-19
Agent sites B-D
LAN
LAN
5
VPN
Internet
Agent
Tidsplan Pilot
WS1 WS2 SoW
Första möte
Avtal
Juni
Projektmöte
Juli
Augusti
September
Oktober
November
December
Januari
2011
Semester
Installation
Leverans av
hårdvara
6
2012-04-19
Acceptanstestperiod
Februari
Utmaningar under implementation
7
AACC HA
konfiguration
Tidsåtgång
SR Avaya
Volym
ljudfiler
AMS krav
Linux HW
Linux baserad
webb server
för Chat
Service Level
Management
Svenska
ringsignaler
Utbildare
AACC
RTD / RSM
interface
Teleopti:
applikation
eller skillset
Svenska
tecken mail
CCMA krav IE
MSI paket
Active X
2012-04-19
Språk inställningar IE
8
2012-04-19
Driftsatt funktionalitet
 AACC inkommande röst
 AACC utgående röst kampanj
 Callback Queback baserat på förväntad svars tid
 Distribution av email
 Distribution av sms
 Distribution av fax
 Chat funktionalitet på demo sida inklusive webb callback
 Integrerat ljud i AAAD
 Bemanningsplanering via Teleopti
 Webb statistik
 Rapportering via CCMA
 Selfservice tjänst
9
2012-04-19
Grafiska flöden
10
2012-04-19
Callback
11
2012-04-19
Multimedia
12
2012-04-19
Historisk rapportering
13
2012-04-19
Realtids rapportering
14
2012-04-19
Acceptansperiod
Category
Description
Feedback within time
period
Critical for operations
I.E No agents are able to take voice
calls
First ten days after go-live
Roll back shall be completed
within 15 minutes
Day 11-60 of test period
Roll back shall be completed
within 30 minutes
Error but not critical
I.E Few agents are not able to work
on telephony and other channels
than voice.
First ten days after go-live
Incident handling and incident
solved within 2 hours
Day 11-60 of test period
Incident handling and incident
solved within 3 hours
User questions
15
2012-04-19
I.E AAAD and Supervisor handling
questions
Shall be gathered by Customer X
representative and handled on
when they occur if urgent,
otherwise scheduled once a
week
Utfall acceptansperiod
 Rollback genomfördes 1 gång under acceptansperioden
efter att kund bytt DNS servrar utan att meddela Tele2.
Samtal mellan Session Manager och AACC kunde inte routas rätt
via SIP eftersom vi valt DNS namn istället för ip address.
 Ett flertal incidenter rapporterade under
acceptansperioden såsom agent crasher, problem för
agent att söka fram skickade mail mm.
 Dessa incidenter kan i sin tur klassifieras som buggar i
mjukvaran, önskad ny funktionalitet samt handhavande fel.
16
2012-04-19
Restpunkter
Definition:
Prio 1: Kund kan inte producera utan lösning av Prio 1 fel
Prio 2: Påverkar kvalité negativt och lösning måste tidsättas
Prio 3: Kvalitetsproblem och observationer som kan påverka
produktion negativt
Antal Prio 1 3 st
Antal Prio 2 9 st
Antal Prio 3 19 st
17
2012-04-19
Prio 1
 Post call processing time is calculated incorrectly. When the agent
presses different not ready states the post processing time should
be interrupted.
 Numerous bugs (about 2 AAAD crashes per agent and working day)
makes AAAD unstable and we experience a lot of intermittent
crashes.
 Basic Outbound tool, list management, GUI to note call outcome
− The tool is very simple compared to what we are using today. I.e. you can
not require any validation of input data such as format and length of
social security numbers, etc. The tool could only be used for Outbound
campaigns of simple character.
18
2012-04-19
Prio 2
 Swedish characters does not work with the FAX, mail encoding
makes in not possible to send fax with these characters
 Prefix on outgoing calls, buttons etc. Prefix via shortcuts are non
existing.
 We have found that new contacts only seem to be able to initiate via
e-mail and telephony.
 Real time data only available when agents logged on.
 Call-by-call logging does not contain enough details
 Screen Pop is possible within the Agent Desktop. Screen Pops is
configured at an individual and is set on the agent and not the
skillset.
 PCI process and data management
19
2012-04-19
Prio 3
 In order to use Aura incomming email, fax, SMS, translation
between other email receiving mechanisms (IMAP, SMTP) must be
developed and maintained outside of Aura
 When replying to a sms, the system will automatically put the
incoming text in the reply text field.
 Chat: Could you configure the system so that it is clear to the agent
and customer if the other part is writing as in skype and other
clients?
 It seems to be stability problems with the chat client on the
customer side, especially from internet explorer.
 When Agent X answered an incoming call, she could not answer
since the system reported a permanent /temporary error.
20
2012-04-19
GRIP (Global Requirements Integration Process)
ID
Request Title
7653
Email character set
7589
Initiate new SMS and FAX from AAAD
7563
Screen pop based on skillset
7565
History info based on customer entered digits
7564
Activity codes on outgoing calls
7561
Activity codes controlled by partition
7554
Post Call Processing Time enhancement
7027
Localized ringback tones for AACC AMS
21
2012-04-19
Utvärdering av kund
 Until the current issue list and possible new critical errors are
solved and committed upon by Avaya, it is not possible for
Customer X to decide upon a Roll out on AACC (SIP). The product is
simply not good enough.
 However, the concept and functionality of AACC as it could work
is interesting for Customer X and a working AACC would be a good
step for Customer X in order to reach our business goals.
 The AACC is therefore still considered to be a product, that when
it is ready, can solve our needs and harmonize well with our
Roadmap
 When Avaya/Tele 2 IS can deliver a proof of concept that shows
that the solution is ready Customer X could evaluate the product
again and move into AACC (SIP).
22
2012-04-19
I väntan på AACC SIP
 Customer X NEED to consolidate the contact center
platform and add new functionality.
 We can not simply wait for AACC (SIP) to be good
enough.
 For this reason the following step must be done in
order to start the consolidation.
1.
2.
3.
4.
23
Upgrade CM4 to CM6
Consolidate trunks towards SIP
Miscellaneous contact center consolidation
AACC as a complement to CM ? (needs more investigation)
2012-04-19
Tele2:s syn på AACC (SIP)
 AACC har idag vissa begränsningar vilket gör att plattformen inte
lämpar sig för alla “externa” contact center.
 “Post Call Processing” behöver rättas till.
 För verksamheter som är spridda på flera geografiska platser och
vill använda den SIP baserade arkitekturen så krävs det idag
mycket bandbredd.
 “Zone based AMS” kommer på sikt lösa detta.
 CM baserade kunder som valt att köra integrerad softphone i AAAD
upplever stabilitets problem.
 AACC 6.2 SP5 RU2 och RU3 kommer förhoppningsvis rätta detta.
 För “interna” contact center är AACC idag en mycket
kompetent produkt som ger möjligheten att hantera
mer kanaler än tal på ett effektivt och smidigt sätt.
25
2012-04-19
Tack för mig