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Last update: 2014-01-29Version B

Bid TemplateVision 80/20PAM 3.0Contact Center and IVR pro 10Statistics 3.0Autoattendant 4.1

Vision 80/20, Bid templateVersion A

ContentsVision 80/20 PAM Base System................................................................................................................................9

Presence and Availability Management................................................................................................................9

Customer Advantage........................................................................................................................................9

How does it work?...........................................................................................................................................10

Licensing......................................................................................................................................................... 11

Technical requirements...................................................................................................................................12

User (previously Informera).................................................................................................................................12

Customer Advantages.....................................................................................................................................12

How does it work?...........................................................................................................................................18

Licensing......................................................................................................................................................... 19

Product works together with the following:.....................................................................................................19

Administration...................................................................................................................................................... 19


Vision 80/20 Manager (Manage and Manage Pro) – Administrator’s Tool......................................................19

Multiple management......................................................................................................................................21

Licensing......................................................................................................................................................... 22

Product works together with............................................................................................................................22

PAM users............................................................................................................................................................... 22

PAM users............................................................................................................................................................... 22

Vision 80/20 Active User.....................................................................................................................................22


Licensing......................................................................................................................................................... 23

PAM Additional Modules..........................................................................................................................................23

Vision 80/20 Single Sign-On (AD).......................................................................................................................23


How does it work?...........................................................................................................................................23

Licensing......................................................................................................................................................... 23


Vision 80/20 Connection to Additional PBX.........................................................................................................23


How does it work?...........................................................................................................................................23

Licensing......................................................................................................................................................... 24


Vision 80/20 Attendant........................................................................................................................................24


Searching........................................................................................................................................................ 24

Connect (answer and transfer calls)...............................................................................................................28

How does it work?...........................................................................................................................................29

Licensing......................................................................................................................................................... 30

Enghouse Interactive 2


Product works together with:...........................................................................................................................30

PAM Calendar Modules.......................................................................................................................................30

Vision 80/20 Calendar User................................................................................................................................30


Licensing......................................................................................................................................................... 30

General Information.............................................................................................................................................30


How does it work?...........................................................................................................................................32

Licensing......................................................................................................................................................... 32


PAM Presence Modules..........................................................................................................................................33

Vision 80/20 Presence User................................................................................................................................33


Licensing......................................................................................................................................................... 33

Vision 80/20 Presence Link for Lync...................................................................................................................33


Licensing......................................................................................................................................................... 35


Vision 80/20 Presence Link for Cisco.............................................................................................................35


Limitations....................................................................................................................................................... 35

Licensing......................................................................................................................................................... 35


PAM Smartphone Modules..................................................................................................................................35

Vision 80/20 Smartphone User...........................................................................................................................35


Licensing......................................................................................................................................................... 35

Mobile Client........................................................................................................................................................ 35


Vision 80/20 Mobile Continis:..........................................................................................................................36

Messages........................................................................................................................................................ 36

How does it work?...........................................................................................................................................36

Licensing......................................................................................................................................................... 37


Vision 80/20 for iPhone.......................................................................................................................................37


How does it work?...........................................................................................................................................37

Licensing......................................................................................................................................................... 38


Vision 80/20 for Android......................................................................................................................................38

Kustomer Requirements.................................................................................................................................38



How does it work?...........................................................................................................................................38

Licensing......................................................................................................................................................... 39

PAM Mobile Line State Modules.........................................................................................................................39


How does it work?...........................................................................................................................................40

Vision 80/20 PAM Mobile linestate modules.......................................................................................................40


Licensing......................................................................................................................................................... 41

PAM Mobile linestate modules............................................................................................................................41

How does it work?...........................................................................................................................................41


PAM Integration Modules....................................................................................................................................42

Vision 80/20 AD Integrated User.........................................................................................................................42


Licensing......................................................................................................................................................... 42

Vision 80/20 AD/LDAP Link............................................................................................................................42


How does it work?...........................................................................................................................................43

Licensing......................................................................................................................................................... 43

Product work together with:............................................................................................................................43

Statistics.................................................................................................................................................................. 44

Statistics Modules...............................................................................................................................................44

Statistics.......................................................................................................................................................... 44


Statistics Agent – a part of Statistics Contact Center.....................................................................................46

Statistics Operator – del av Statistics Contact Center....................................................................................46

Reports – Contact Center...............................................................................................................................47

How does it work?...........................................................................................................................................50

Licensing......................................................................................................................................................... 51


Statistics Wallboard.............................................................................................................................................51


How does it work?...........................................................................................................................................54

Licensing......................................................................................................................................................... 54

IVR Pro and Contact Center Base Platform............................................................................................................54

Vision 80/20 Contact Center and IVR Pro Server...............................................................................................54


How does it work?...........................................................................................................................................55


Design Considerations....................................................................................................................................56

Licensing......................................................................................................................................................... 56



Vision 80/20 Contact Center and IVR Pro Voice Line license.............................................................................56


How does it work?...........................................................................................................................................57

Product requires..............................................................................................................................................57



Licensering...................................................................................................................................................... 57

Vision 80/20 Contact Center and IVR PRO SIP License....................................................................................57


What is SIP?................................................................................................................................................... 57

How does it work?...........................................................................................................................................57

Product Requires............................................................................................................................................57



Licensing......................................................................................................................................................... 58

Spoken presence and Voicemail.............................................................................................................................58

IVR Pro – VIP 2000.............................................................................................................................................58

Vision 80/20 IVR PRO - Spoken Presence and Voicemail.............................................................................58


Spoken Presence............................................................................................................................................58

Voicemail box.................................................................................................................................................. 59

Scheduling...................................................................................................................................................... 60

Email and SMS notification.............................................................................................................................60


Licensing......................................................................................................................................................... 60



IVR Pro Additional language...........................................................................................................................60


How does it work?...........................................................................................................................................61

Licensing......................................................................................................................................................... 61


IVR PRO Personal queue...............................................................................................................................61


Licensing......................................................................................................................................................... 61


IVR PRO Personal queue...............................................................................................................................61


Licensing......................................................................................................................................................... 62


IVR Pro Conference........................................................................................................................................62



IVR – Simple Spoken Presence and Voicemail..................................................................................................63


How does it work?...........................................................................................................................................63

Licensing......................................................................................................................................................... 63


Vision 80/20 IVR SIP License.............................................................................................................................64


Licensing......................................................................................................................................................... 64


Vision 80/20 Contact Center....................................................................................................................................64

Vision 80/20 Contact Center...............................................................................................................................64


Add-on Features.............................................................................................................................................66

Vision 80/20 Contact Center Chat.......................................................................................................................66


How does it work?...........................................................................................................................................67

Licensing......................................................................................................................................................... 68

Vision 80/20 Contact Center Email.....................................................................................................................68


How does it work?...........................................................................................................................................68

Licensing......................................................................................................................................................... 69

Vision 80/20 Contact Center Time Booking.........................................................................................................69


How does it work?...........................................................................................................................................69


Licensing......................................................................................................................................................... 70

Vision 80/20 Contact Center Callback Inbound...................................................................................................70


How does it work?...........................................................................................................................................70

Licensing......................................................................................................................................................... 72

Contact Center Agent Types...............................................................................................................................72

Vision 80/20 Voice Contact Center Agent Client – Java Client...........................................................................72


Queues and Agent Status...............................................................................................................................73

How does it work?...........................................................................................................................................75

Licensing......................................................................................................................................................... 75


Vision 80/20 Contact Center Agent Telephone Client.........................................................................................75


How does it work?...........................................................................................................................................76

Licensing......................................................................................................................................................... 76




Vision 80/20 Inactive Agent.................................................................................................................................76


How does it work?...........................................................................................................................................76

Licensing......................................................................................................................................................... 76

Vision 80/20 Contact Center Agents options.......................................................................................................76

Vision 80/20 Contact Center Agent API...............................................................................................................76


How does it work?...........................................................................................................................................77

Licensing......................................................................................................................................................... 77

Vision 80/20 Recording for Contact Center Agent...............................................................................................77


How does it work?...........................................................................................................................................77

Licensing......................................................................................................................................................... 77

Vision 80/20 Multimedia Contact Center Agent Client.........................................................................................77


How does it work?...........................................................................................................................................79

Licensing......................................................................................................................................................... 79

Vision 80/20 Agent Attendant..............................................................................................................................79


How does it work?...........................................................................................................................................80

Licensing......................................................................................................................................................... 81


Auto Attendant......................................................................................................................................................... 81

Auto Attendant Line License................................................................................................................................81


Improved service.............................................................................................................................................81

Reduce the number of calls to the operator....................................................................................................81

Easy Administration........................................................................................................................................82

Examples of spoken commands.....................................................................................................................82

How does it work?...........................................................................................................................................82


Licensing......................................................................................................................................................... 83


Auto Attendant Additonal Language....................................................................................................................83


How does it work?...........................................................................................................................................83

Licensing......................................................................................................................................................... 83



Auto Attendant Contact Integration.....................................................................................................................83




How does it work?...........................................................................................................................................83

Licensing......................................................................................................................................................... 83


Voice-Controlled Menus......................................................................................................................................84


How does it work?...........................................................................................................................................84



Licensing......................................................................................................................................................... 85

Voice-Controlled Menus Additonal Language.....................................................................................................85


How does it work?...........................................................................................................................................85

Licensing......................................................................................................................................................... 85



Appendix A............................................................................................................................................................... 85

Operator Features (Agent operator)....................................................................................................................85

Appendix B.............................................................................................................................................................. 86

Appendix C API – Contakt Enghouse Interactive....................................................................................................89

Connector API..................................................................................................................................................... 89


How does it work?...........................................................................................................................................89

Licensing......................................................................................................................................................... 89


Appendix D – Contact Center A number presentation possibilities.........................................................................89

Updates:

Date Author Change note2013-11-06 RadZi English version created2013-11-12 BjoSd Added Contact Center A-number presentation

information in Appendix2013-11-20 Radzi Release PA1 of English version2013-11-27 RadZi Final A version2014-01-17 Radzi Removed Aa conference, added calllists and edisted

statistics2014-01-29 RadZi Minor change, B final version



Vision 80/20 PAM Base System

Presence and Availability Management

Customer AdvantageVision 80/20 is a communications system for the entire organization which ensures information about the organization, its employees and external contacts are all up to date. The system is efficient and easy to use for operators, users and administrators alike.

Note: Image shows General Operator with Contact Center integration

Make a positive impact on your customers. Vision 80/20 improves operator efficiency by reducing the time it takes to answer and connect a call. This means clients; partners and suppliers receive help quickly and go on to identify your company as being professional and customer-oriented.

All calls unattended long hold times are eliminated, which improves the level of service and enhances customer satisfaction.

Up-to-date information when you need it. The system functions as an information hub for the operator and the organization, keeping him/her up to date with the latest information by way of a powerful search engine which presents data quickly and efficiently. The information in the system is kept current via connections with sources such as Active Directory, calendar systems or Microsoft Lync (add-ons to the PAM system).

In addition to information about users, Vision 80/20 has a telephone registry storing details about types of device, connections, cost centers, etc., for each extension.

.



In Manager Pro the attendant can administer the organization chart manage keywords, tips an tiles.

Simple web-based tool for users. Vision 80/20 is a simple and user friendly web-based tool which allows co-workers to quickly and easily find information regarding the organization, his/her colleagues, and even external contacts such as clients and suppliers. The web-based interface also allows users to set up call forwarding, retrieve messages, etc. This system was developed in conjunction with our end users, which has resulted in a quick-to-learn and easy-to-use solution.

Open solution. Our customers can easily integrate Vision 80/20 with other systems via our API, for more information contacts your sales representative. There are also a number of standard integrations, such as LDAP directories and calendar systems.

How does it work?The database is the hub in Vision 80/20, and is updated from a number of difference sources. This information is then used by operators, users, and voice response applications to provide callers with correct, up-to-date data about the availability of the person they’re calling and when and how to get in touch with them.

User information can be updated from one or multiple sources. Administrative clients with varying degrees of accessibility to update database information are available. These are:



Manager for editing user data. Manager Pro for updating company and organization information. Systemadmin, for setting up system functions such as opening times, default times, absence codes,

backups, and other system settings.

Other sources for updating user data include:

Users can themselves suggest changes via their User web client (Informera). These changes will be presented as change suggestions in the Edit client.

The add-on Replicate AD/LDAP synchronizes data with your other catalogs, such as Active Directory (AD), using the LDAP application protocol.

Diversion Information. In order to supply correct user availability and function information to callers, Vision 80/20 PAM can gather information from a number of different sources:

The user can enter codes via his/her telephone and update the database with current availability information. These codes are of the type *23*3*1500#

The user client Inform has several ways for the user to enter current and future availability information via hotkeys, schedule, etc.

For some exchanges, Vision 80/20 PAM can present the current status of the user’s telephone, e.g., whether or not the user’s phone is busy.

For some mobile networks, 80/20 PAM can present the current status of the user’s telephone, e.g., whether or not the user’s phone is busy.

With the add-on Calendar Link, bookings in the user’s calendar can be synchronized with diversions that control the user’s phone availability.

There are add-on modules to integrate Vision 80/20 PAM with Microsoft’s Lync Server and present user availability status, along with a number of other functions. Status changes in Microsoft Lync can active absence notification in Vision 80/20 PAM.

Vision 80/20 PAM also has voice controlled functionality where the user can speak to enter his/her absence information. (Add-on)

The mobile client add-on to Vision 80/20 PAM provides the ability to add in absence notification.o In addition to applications for IPhone and Android, there is a variant of the web application

adapted for mobile devices.

Miscellaneous

For further technical requirements, see: Vision 80/20 Server and Connection requirements

LicensingOnly active users of the system are counted with regard to the license fees. These require Vision 80/20 Active user.

It is easy to indicate whether or not a user is active in the system.



An active user:

is searchable and can be connected to keywords and organization trees has access for call forwarding and tips has the ability to connect the calendar has the ability to connect to AD and external systems has access to the web user interface

An inactive user:

is searchable via the powerful operator search tool and user interface, and has access to tips Personal information can be added by administrator You can have an unlimited number of inactive contacts from external systems.

Dependencies on other products:

Vision 80/20 PAM main system can be installed independently of other products from Visionutveckling.

Generally, the system must be completed with operator clients.

Technical requirements Vision 80/20 is installed on a standard Windows 2008 R2 or 2012 Server The system relies on a database which is included at installation For further technical requirements, see the server requirements document.

User (previously Informera)

Customer AdvantagesVision 80/20 User gives users access to features and information in Vision 80/20. Everyone has access to all information about all users and their availability with the Microsoft Lync integration. By using the same keywords as the operators, there is no longer any need to call the switchboard and ask who is responsible for what.

Users can see current and future absence information, availability status, and lines status status (if the PBX supports this) of all users. Vision 80/20 User is an information site that is easy to modify, simple to use, and is always reliable.



A detailed view of a particular user displays information about the user’s organization, their telephone number, and global position updated via the user’s PAM Smartphone module.



To quickly get a look at a group’s availability status, you can view call forwarding and diversion information in a graphic format. You can even select whether to display this information as daily, weekly, or a business week layout.

Vision 80/20 User contains:

Traditional forwarding and diversions. Quick forwarding, which diverts a call with a single click. Easily set up by the user. Ability to add a message to the diversion. E.g., Can be reached on my mobile, or I’m on a house call. Ability to modify personal information and suggest changes if there is an error in the data. Organization and name catalogues. Search for speed-dial information. Ability to send messages to colleagues via SMS and email. Ability to search for information about colleagues and see whether their calls are being diverted. Search and catalogue. Presence, such as that from Microsoft Lync 2010/2013

Vision 80/20 User works with information from for example LDAP/AD.. Using linking, the information can be presented as an integral part of your organization’s intranet. You can decide which information should be displayed. Certain information may be hidden from Users but not from Attendants.

Forwarding and Diversions



Vision 80/20 User allows users to enter absence information in at least three different ways:

Quick forwarding, where users have mapped their most commonly used codes to buttons in the web client.

Dialog box where users can supply more detailed information on their whereabouts. Dropdown list where users can specify a schedule for recurring diversions.

Or a more advanced view:



This view can vary depending on integrations with the exchange.

Call History

Vision 80/20 User displays information about who has called a specific number and who answered the call, if this is supported by the exchange. Works with exchanges such as BroadWorks.

If the exchange does not support call data, calls to IVR from Vision 80/20 products can be shown on this tab.

If you are away for several days, you can see who has asked for you via the intranet.



Call history can display the following with various exchanges

BroadWorks PBX IVR Pro IVRMissed calls Yes Yes YesDialed calls Yes No NoReceived calls Yes No No

Messages

If using a voicemail box from Visionutveckling, received messages will be displayed on the message tab. Users can select to listen to the messages directly via the client (using their default media player) or choose instead to be called via telephone. The message can also be forwarded to colleagues, archived, or deleted after listening.

You can send messages to colleagues and contacts via the messaging means available in the system, such as SMS and email.

You can send messages to contacts from your own as well as the company’s contact list.

To forward messages, you need IVR Pro as this feature is not available with IVR.

Searching without Logging In

Users can search the database without logging into the web client. They will have access only to features that do not require logging in. The available settings in User should be verified upon delivery, as there are many possibilities.

For organizations that use AD accounts for logging into their internal systems, Vision 80/20 provides Single Sign-On so users do not need to log into Vision 80/20. Single Sign-On is an add-on service.

Forwarding

Users can easily set up and maintain the numbers they wish to have diverted via call forwarding.

Enter whether your telephone should be diverted even if there is no forwarding message. For example, if you wish to restore a diversion to your mobile after the diversion to voicemail has run out/been removed.



Diversions are saved while the diversion is active, even if they were created via telephone. They are also always displayed in the web client, even if created via telephone. (Depending on the exchange. See the chapter Connecting for features on various exchanges.)

Suggest Changes

Even the best information systems soon become worthless if the information is not updated. For changes and errors to be dealt with as quickly as possible, Vision 80/20 User allows a user to send their own information to the person responsible for the registry. The company/organization can select which fields are available for modification without permissions, and which require access to change.

Call Overview – (Exchange dependent)

If a person calls, anyone can answer via Vision 80/20 User. The bell is displayed to the right of the user’s name when they are called. When that person is busy, the telephone symbol is displayed.

As a web user, you can monitor several group numbers and select calls from among these.

These features are accessed via a plug-in that is displayed at the bottom edge of the client.

How does it work?Vision 80/20 User is a web-based client that gathers information from the diversion database, which in turn gets data from the voicemail platform, the exchange, and other applications containing information about availability status, e.g., Microsoft Office Communication Server, Calendar systems etc.

Call management in the web client is available for Avaya IP Office; this requires 32-bit Internet Explorer.

Feature Avaya IP Office

Answer YesHang up YesInquiry YesUnattended transfer Yes

3-party YesPut call on hold YesQueue management YesDTMF NoFlash from IVR No

Return flash (after transfer) No

Interrupt YesBarge In YesWait on busy extension No

Information presented in the call tab regarding calls to and from the user’s extension requires a TAPI integration with the exchange. This feature is available for the following exchanges.

Note: Extra costs on the exchange side may apply.

Feature Avaya IP Office Avaya CM Broadworks

Information about answered and dialed

Yes Yes Yes



calls from extension

Other prerequisitesFor other technical prerequisites, see the document: Vision 80/20 Server and Connection requirements.

LicensingUser (Informera) is included in the Vision 80/20 PAM main system and is based on number of Vision 80/20 Active user.

Product works together with the following:Vision 80/20 PAM Main system is a prerequisite for User. However, the functionality depends on the exchange design as well as which other Vision 80/20 products are being used with the system.

Active X component requires Microsoft internet Explorer. The application otherwise works with the majority of known web browsers.

Administration

Customer AdvantagesAdministration for Vision 80/20 is divided into three different clients:

Manager (known as Ändra) Manager Pro (Known as Ändra pro) System Admin (Administrera)

Dividing these into separate clients allows for people to have varying levels of accessibility when it comes to modifying data.

Manager contains information about users such as name, number, keywords, etc.

Manager Pro contains information about the company, e.g., organization tree, titles, and other common data.

System Admin contains system information, such as which availability status codes should be used, connections to various exchanges, calendar systems, etc.

Vision 80/20 Manager (Manage and Manage Pro) – Administrator’s ToolHaving the right information in the system is vital in order to have a telephone communications system that functions well and impresses customers. If the operator’s data is current and useful, your calling clients will end up with the information they need. Vision 80/20 Manager allows you to easily organize all your data. The Vision 80/20 Manager modules are based on four administrator programs: Manager, Manager Pro, Report and Sys Admin.

Information

Vision 80/20 Manager gives you unlimited possibilities when it comes to adding information to the exchange system. The system is built on a dynamic database, allowing you to select only those fields you want to be included. For example, you can enter a country code, which will allow Vision 80/20 User to create a web page that will provide help to foreign companies.

Personal Information

Each person is registered once, and then the operator adds keywords, extensions, tips and other useful information.

If the person belongs to several organizations or has a number of different extension numbers, extra roles are



created. Each role can contain different titles, organizations, tasks, and other information.

Because the system consists of an organization tree, common information like fax numbers, etc., that is used by multiple people, is placed uppermost so that it is listed for all people within that group.

Keywords

Keywords are defined in Manager Pro so that these can be connected to people in order that the operator can search for more items than just name or organization. These keywords are a useful feature for specifying an individual’s tasks and activities and also to display the information for the attendants.

Schedule

The Schedule feature in Vision 80/20 allows the administrator, the operator and the user to register one or several recurring diversions.

The schedule can be active during a specific time limit, or it can be set to go on indefinitely.

It is additionally possible to set whether the schedule should include an open or closed telephone extension, a useful feature when a user has telephone hours. The person can specify hours for when the extension is open, rather than stating when it should be diverted.

The schedule is saved in the database and generates an absence notice in Vision 80/20 according to the



defined periods of time.

Message Templates

Message templates make it easier for the operator to quickly send messages. The number is taken directly from the operator’s screen and is entered into the message sent to the receiver.

Confidentiality

All information can be kept confidential. Attendant Client shows the confidential information with orange text, which is additionally crossed through. This information is not shown to users of Vision 80/20 User.

Tips

Tips are a way to add relevant information about people so the operator can find useful information about people when searching for them. For example, a tip about a particular person could state something like “works from home during January; call number xxxx.”

One can state the number of days a tip should be shown, or a particular time period, such as beginning or ending on a particular date.

Multiple managementIt is possible to modify information on several people at once, such as when an entire division changes fax number.

Templates

Templates can be created in order to simplify entering certain common types of data, such as name, extension, etc.

Telephone Lists



Vision 80/20 Catalogue builder (Rapportera) allows you to create simple or advanced reports and telephone lists from the Vision 80/20 system.

Further Functionality

Vision 80/20 Manager allows you to connect a secretary/temp for each user. This simplifies creating diversions for people who are frequently unavailable.

The system recognizes alternate spellings of keywords, names, and organization types. Vision 80/20 allows you to make information adjustments that will become relevant in the future, such

as changing organization name, telephone number, etc. The Information in Manager is searchable both for the company’s operators as well as for users via

Vision 80/20 User. Speed dial numbers can be printed in list form, and sorted in the way that suits your company best. The Schedule feater connects Vision 80/20 Manager with users’ roles and their telephone hours. Tips are available for the operator on how a call should be managed for specific extensions. Organization structure follows the standard for directory information, such as LDAP. Vision 80/20 allows you to add a photo of all users; these can be displayed in User Vision 80/20 is available in Swedish, English, Norwegian, Danish, and Finnish. It is easy to see which people are linked to each other, e.g., secretaries. This simplifies administration

when that person (e.g., secretary) no longer works for the company. You can specify that Manager should bring up certain fields that were previously associated with other

people. These are displayed in a drop-down menu. This feature simplifies data entry when there are many people with the same title, for example.When registering new people, you can easily create a standard password.

Technical Information

Manager and Manager Pro are integrated in the operator client. If the user has administration rights in either Manager or Manager Pro, their icons will be available in the operator client.

Administrate is a further client that can be installed on the server, as well as on the clients who have need of it.

Other

For other technical prerequisites, see document: Vision 80/20 Server and Connection requirements

LicensingManager and Manager Pro require one license per customer partition.

Product works together withAdministrate works with the Vision 80/20 PAM Main system.

.

PAM users

PAM users

Vision 80/20 Active User

Customer Advantages



Vision 80/20 Active User is a user license that serves as a basis for features such as calendar connection, diversion, access to the User. It is also the basis for other PAM users.

LicensingLicensing is per user

PAM Additional Modules

Vision 80/20 Single Sign-On (AD)

Customer AdvantagesFor organizations that use an Active Directory account to log into their internal systems, Vision 80/20 Single Sign-On allows users to connect without having to log into Vision 80/20 User. Single Sign-On is an add-on service that will automatically log on the user.

How does it work?Single Sign-On allows Vision 80/20 to receive the user name of the person who is logged into the computer. This is then verified with the directory via LDAP queries. If the user is found, they are permitted to log into the website with their Vision 80/20 profile.

LicensingSingle Sign-On is licensed per active user in the database (Vision 80/20 Active User)

Product works together withVision 80/20 Active User

Vision 80/20 Connection to Additional PBX

Customer AdvantagesConnection to Additional PBX makes it possible for Vision 80/20 to manage extension diversions and call forwarding.

Users can set up call diversions by entering codes on their telephones, for example. The diversion message provides the reason and time the user will return. These are sent to the diversion database in Vision 80/20 and saved as a message for when the user is unavailable. When the time for the diversion is up, Vision 80/20 tells the PBX to deactivate it for that user.

The diversion information can be supplemented with extra information for certain PBX types.

It is also possible to add information about how calls should be managed during the user’s absence.

How does it work?Different features are available for the different types of exchanges.

Exchange Protocol Transfer of extension to any desired number *

Comments

Aastra MD110 ICP v2 NoAastra Mx-One ICP v2 No Application Link v4-v7Alcatel Omni PCX Enterprise

Info link (Hotel link) Yes



Avaya Communication Manager

TSAPI Yes

Avaya IP Office TAPI YesBroadworks OCI-P/CCC2 YesCisco Unified Communications Manager

TAPI/AXL Yes

Avaya CS1000 ICP v1 NoMicrosoft Lync 2010/2013 UCMA NoNEC 2000 IPS PMS YesNEC IS3000 EAI/OM Yes

* possible from user or attendant, not from IVR-PRO menus.

OtherFor other technical prerequisites, see document: Vision 80/20 Server and Connection requirements.

LicensingOne license is required for each connected exchange that needs its own interface to manage diversions. I.e., a network of exchanges may require several Additional PBX licenses, while an PBX in netgorup can use one connection.

Product works together withAdditional PBX connection works with the Vision 80/20 PAM Main system.

Vision 80/20 Attendant

Customer AdvantagesHaving the right information at the right time is vital in today’s business world. We help to ensure that this is possible by guaranteeing that clients who call the exchange always get a prompt and friendly response, even if the person they’re looking for isn’t available. The operator will always have the right information on-screen via an easy-to-use interface and a powerful search engine. This makes the operator’s job easier, giving her complete access to clear and concise information, resulting in a time savings that can be passed on to the customer. Vision 80/20 displays organization affiliation, call forwarding and messages, global position, key words, telephone availability hours, schedule, voicemail, other numbers and Tips, etc.

Attendant Client has 3 main features:

Searching Connecting and transferring calls Diversion and Message Management

SearchingAttendant Client makes your searches more efficient with its two settings, one with complete search functionality for large organizations with substantial databases, and another adapted for small and medium-sized companies.

With the variety of search features, the operator can search through enormous databases, yet find highly specific results relevant for the task at hand, such as the correct destination for their current telephone call. The search results are updated and presented automatically as the operator types her query.

In addition to searching the entire database for a name, organization, title, keyword, etc., you can also limit the search to a specific category such as name, surname, organization, etc.

The search results present the users the operator has searched for, along with the current status information of these users.

This can include:

Current diversions, whether set up via telephone or web client



Diversions created within the user’s calendar Presence status from the user’s Unified Communications client. Busy/Ring through signal on the telephone for supported exchanges or mobile operators

Additional user information can differ from user to user, as only fields with contents are presented in the client. At the press of a key, the operator can retrieve detailed information about the user.

The Tips feature uses text and symbols to show where the call should be placed. Different icons are used to show different types of information.

The operator can quickly obtain more detailed information about the person the caller is seeking, such as the person’s availability status, the department they work in, or the names of anyone else who may be able to help



the caller if the person they’re seeking is unavailable.

Search Result Grouping

The search results are grouped automatically, such as by keyword or occupation, so the operator can easily see which people work in a specific organization or have a specific skill area. The word or part of the word is clearly highlighted.

Advanced Searches

By selecting a specific search field, it is possible to limit, combine, or widen the search to different fields by pressing Tab to get a new row. And specify the scope for the search. You can exactly search for extensions beginning with “10” in organization that contains “de”.

Same Search Terms

It is possible to search for colleagues who have the same keyword, title or belong to the same organization as



the person the caller is seeking, which allows the operator to quickly manage the call and provide the caller with help.

Diversions and Messages

Attendant allows the operator to divert specific extensions as well as an entire group of extensions. The dynamic syntax feature allows the operator to simply type in a general time of return. For example, the operator can enter “Thursday” in the date field without needing to first determine the specific date, or enter +2 in the time field to indicate the person will return in two hours.

There is also a graphic calendar allowing the setup of call diversions.

See delivery status of all sent messages

Send messages to external contacts.

When the operator sends telephone messages to the users, she can use message templates where only name need to be filled in. All other information, such as the callers displayed number and operator name, etc., is gathered from the call and entered automatically to the message. To get the number the operator presses: § button.

Telephone messages can be sent to users directly in the web client, or as email or SMS. The messages can be sent to any address.

The operator receives the delivery status of the message sent to the users.

Bulletin Board

The operator client has a bulletin board so operators can communicate with each other. Messages can be set to be active for a specific period of time.



Visual Impairment Adaptation

Vision 80/20 Attendant Client has a number of settings to help the visually impaired operator.

Vision 80/20 Attendant Client can be machine read and the views can be presented by row. In this way, software like Jaws can more easily interpret the information on the screen. The product has been successfully used by visually impaired operators on several occasions.

The adoption of Jaws scripts is made by external experts that are hired by end customers and often work on site with customers employees needing assistance.

Operator Layout

The operator layout of the search and detail views are set up at installation according to the customer’s need. The standard fields shown are:

Availability status, diversion status, line status, name, title, organization, department, and extension. In addition to fields shown in the search list, the user’s detail view can also be customized.

Both the search and detail views can be set up so that more fields are visible. This is considered to be an add-on to the deliverable.

Font Size

Font size can be increased or decreased as needed using the standard shortcut keys: Ctrl + + and Ctrl + -

Shortcuts

It is important that all features are available via the keyboard. The software, optimized for quickness and good ergonomic functionality, offers keyboard shortcuts that provide a highly efficient and user friendly environment.

Connect (answer and transfer calls)Attendant offers a number of variants of the Connect add-on. Connect is the part of Attendant Client connected to the operator functionality of the PBX.



All typical operator functionality is available for all Connect clients, such as connect, notify, put on hold, show as busy, interrupt, etc.

For faster processing, the operator can connect the callers to, or notify them of, the user’s various numbers via the detail view, or alternately via the use of shortcuts to directly connect the call to the user’s mobile telephone.

Attendant Client, particularly the Generic Attendant (Vision 80/20 Agent Attendant) , allows the operator to see the various queues she is serving. Displayed are the number of calls in the queue and the length of time the oldest call has waited. The scope of the information varies depending on the type of exchange system. These details can be found in the PBX matrix.

Vision 80/20 Attendant Client utilizes caller ID to make call management even easier for the operator.

Functionality differences between queues in Vision 80/20 or the exchange

Differences in features exist among different exchange types. See Appendix A for a feature matrix.

For the best summary of differences in exchanges, see the PBX Matrix for Vision 80/20 products.

How does it work?Attendant Client is installed on the operator’s PC and communicates with the Vision 80/20 server.

Attendant offers a number of variants of the Connect add-on. Connect is the part of Attendant Client connected to the operator functionality of the exchange, which can come in a variety of different types, such as Attendant Aastra MX-one, Attendant Avaya CS1000, etc. In some circumstances, the exchange manufacturer’s interface does not work with Connect, in which case, Attendant Client is connected as General Operator. General Operator uses Vision 80/20 Contact Center queues to receive and connect calls.

The following table shows the various Connect clients and how they connect to the various exchanges:

PBX InterfaceAastra Mx-one (Open OPI License, OWS driver**)

Generic Attendant SIP*Alcatel Omni PCX Enterprise (4059 Attendant Console**)

Generic Attendant SIP/QSIG*Avaya Communication Manager TSAPI

Generic Attendant SIP*Avaya IP Office CTI Link Pro/TAPIBroadworks Generic Attendant SIP*Cisco Unified Communications Manager

Generic Attendant SIP*

Microsoft Lync 2010/2013 Generic Attendant SIP*(Hybrid scenarios only)

Avaya CS1000 M2250/CIUGenerell Telefonist SIP*

* General Attendant requires Vision 80/20 Contact Center Server, which builds on the Vision 80/20 Agent Attendant license

** The native MX-One and Alcatel attendant clients are not part of the PAM 3.0 offering and are to be replaced by Generic Attendant SIP/QSIG

Muxer, a component that allows clients to communicate with a single TCP port, is also available for Attendant Client. Communication over mux is encrypted with 256-bit AES encryption. MUX also includes security features with user name and password to access protected communication. MUX can be compared with VPN access with Vision 80/20, but with the client built into the Attendant client. MUX does not work in terminal server mode. In other words, Attendant Client cannot be started from the same computer with MUX traffic.



For further technical prerequisites, see the document: Vision 80/20 Server and Connection requirements

LicensingAttendant Client is licensed per number of simultaneous users regardless of the number of installations.

Connect (Operator feature) is licensed per simultaneous logged-in operator.

Connect (General Operator) requires a Vision 80/20 Contact Center agent license per logged-in operator.

Product works together with:The Vision 80/20 PAM Main system.

PAM Calendar Modules

Vision 80/20 Calendar User

Customer AdvantagesThe Vision 80/20 Calendar user license builds on Vision 80/20 Active User and PAM Calendar modules such as Microsoft Exchange or Lotus Notes

LicensingLicensing is per Vision 80/20 active user that utilizes the calendar integration.

General InformationSupported calendar systems include:

Vision 80/20 Calendar Link for MS Exchange

Vision 80/20 Calendar Link for Google

Vision 80/20 Calendar Link for Office 365

Vision 80/20 Calendar Link for Lotus Notes

Vision 80/20 Calendar Link for Groupwise

Customer AdvantagesThe Calendar link feature provides up-to-date schedule information without users having to spend time learning to navigate new software. Calendar link synchronizes users’ appointments with Vision 80/20 so that



callers always get the help and information they need, even if the person they’re seeking is not currently available.

Depending on the calendar system, recurring appointments and meeting invitations can generate call diversions and helpful away messages in Vision 80/20. This includes bookings created via PDAs and mobile telephone calendars.

How does the calendar synchronization work?

The calendar system can be set to trigger on specific keywords, such as creating a notification of the type “meeting” when the word meeting appears in the subject line. When the user creates a booking in her calendar, the system matches the text she has entered with a list of keywords so she doesn’t need to remember them. If no matching text can be found, a default term is used, such as “meeting”. The keywords are matched with the names of the bookings used by Vision 80/20 PAM system.

Next the user can then select a type of booking, and the system can be set accordingly. For example, if the booking is “Provisional” or “Available”, the system can be set to leave the telephone extension open, but for a “Busy” or “Unavailable” booking, the system can be set to close the extension.

These booking types can be configured at the system level.

Note: Booking types work with Outlook (Exchange/Office 365), Google Calendar, Notes and GroupWise do not support this.

If you create a private booking, the subject line will typically not be shown to other colleagues. This too is configurable at the system level.

Additionally, a number of special symbols can be used:

Code/Symbol Description! The booking is not sent to Vision 80/20, even if it is set to “Busy”.

* The text in the subject line is not shown in Vision 80/20.The text will be completely removed, as opposed to checking Private, which instead labels the diversion with *Private*.

# The booking is replicated in Vision 80/20, but the telephone is shown as open. Others can search in 80/20 and see the booking. If a call comes in, the telephone will ring.

Travel Time

When an appointment is not in the office, or otherwise requires travel, you may want the calendar to close the telephone extension before a meeting has actually started, in order to take that travel time into consideration. This can be done with the use of special symbols. For example, if you wish to close the extension 30 minutes before the start of the meeting, you can add +30 to the booking. To reopen 30 minutes after the booking has



ended, simply add -30 to the booking. These can even be used in combination. Simply add +-30 to the booking to keep the extension closed for an extra 30 minutes before and after the appointment. Note: these must be added to the booking, and not the subject line.

One-Way and Two-Way Synchronization

Microsoft Exchange supports two-way replication, which means that diversions in Vision 80/20 can generate bookings in the users’ calendars.

Operator View

The operator sees user calendars in a detailed list or graphic view. Via two-way replication with Microsoft Exchange, the operator can create bookings in the users’ calendars.

Operators view of a graphic calendar in Vision 80/20

Attendant. Image shows scheduling with a white background and diversions with a pink background. The operator can get more information by placing the marker over the diversion.

How does it work?Generally, calendar integrations require Vision 80/20 to access users’ mailboxes or calendar folders. To do this, various permissions are required, and these differ depending on the calendar system. How installation is performed, and which permissions are needed, is described in the Solution Design Guide and the Server and Connection Requirements document respectively.

LicensingA module license is required per calendar connection, as well as a Vision 80/20 Calendar user license that corresponds to the number of Vision 80/20 Active user licenses using calendar connection.

Product works together withThe Vision 80/20 PAM Main system

Group software versions compatible with Vision 80/20 are listed in the server requirements document.



PAM Presence Modules

Vision 80/20 Presence User

Customer AdvantagesVision 80/20 Presence User is a user license based on Vision 80/20 Active user and PAM Presence modules such as Microsoft Lync or Cisco Presence Server.

LicensingLicensing is per Vision 80/20 active user that is integrated with a Presence system.

Vision 80/20 Presence Link for Lync

Customer AdvantagesVisionutveckling has integrated Vision 80/20 and other with Microsoft Lync, which is a collective name for a number of functions including: Presence, chat, teleconferencing and videoonferencing, as well as IP telephony.

The following features are available: Visionutveckling Lync integration fetches Lync status of all users in real-time. Operator and users can see Lync status of other users via the operator client and user interface. Set up diversions and close extensions from the Lync client. “Away” sets a diversion and closes the user’s

extension, and redirects the call to the Spoken Presence system such as IVR Pro Via the Vision 80/20 web interface, users can see other users’ MS Lync status regardless of whether or not they

are connected to the intranet. Diversion in Vision 80/20 updates Lync Note with cause and return time



Complements and Integration

For Nordic users, Microsoft Lync will be, like the calendar system, a complementary, integral element of the call management and diversion system.

The presence parts of Microsoft Lync can be compared with call management systems. Abroad, this is often referred to as ”Rich presence” or ”Nordic presence”, and this is not inappropriate, as there is much more functionality and efficient thought put into call management systems.

The presence features in Microsoft Lync are excellent when it comes to seeing users’ availability via the computer; icons change color depending on status. Green signifies the user is available, yellow/green indicates the user has not been active for a few minutes, yellow shows that the user has been inactive for a bit longer, red indicates the user is busy, and a red stop sign indicates the user wishes to not be disturbed.

Better support for operators

For operators, the Microsoft Lync connection means better support, as the operator can now see via their computer whether the person is available.

How does it work?

Vision 80/20 subscribes to status information from the Microsoft Lync Server via the UCMA interface.

The information is two-way, i.e., the status information from Lync is replicated in the clients for Vision 80/20 and any unavailability information is updated by Lync. Diversions in Vision 80/20 go through as presence updates, call forwarding, and messages with return times along with the reason for the diversion.

Mobile Line Status

With PAM Mobile Line State modules and Vision 80/20 Presence Link for Lync, the user’s Lync status is updated to “in a mobile call” when the user is talking on their mobile telephone.



LicensingA module license is required for Vision 80/20 Presence Link for Lync as well as a Vision 80/20 Presence user license that corresponds to the number of Vision 80/20 Active User licenses.

Product works together with:The Vision 80/20 PAM Main system

Vision 80/20 Presence Link for Cisco

Customer AdvantagesVisionutveckling has integrated Vision 80/20 and other with Cisco Presence server works much as Presence Link for Lync

The following features are available: Visionutveckling Lync integration fetches Cisco presence status of all users in real-time. Operator and users can see Cisco presence status of other users via the operator client and user interface. Via the Vision 80/20 web interface, users can see other users’ Cisco presence status regardless of whether or not

they are connected to the intranet.

LimitationsMobile line status does not update the Cisco Presence server status

LicensingA module license is required for Vision 80/20 Presence Link for Cisco as well as a Vision 80/20 Presence user license that corresponds to the number of Vision 80/20 Active User licenses.


PAM Smartphone ModulesIn this world of smartphone users, Vision 80/20 has created an application designed just for them: the Vision 80/20 Smartphone User app for iPhone and Android.

Vision 80/20 Smartphone User

Customer AdvantagesVision 80/20 Presence User is a user license based on Vision 80/20 Active User and PAM Smartphone modules such as Apple iPhone.

LicensingLicensing is per Vision 80/20 Active User who uses either Vision 80/20 for Android or Vision 80/20 for iPhone.

Mobile Client

Customer AdvantagesVision 80/20 Mobile is a condensed version of User Web, an information hub that gathers and stores information in a logical way, whether that information comes from the exchange, the call management system,



or elsewhere.

Vision 80/20 Mobile provides users with access to features and information in Vision 80/20, including details about all users and their availability status. By searching with keywords, the need to call the exchange for information on who is responsible for what is eliminated.

Users can see current and upcoming absence information (depending on settings), availability status, and telephone status of all users (if the system/exchange supports). With shortcuts on the first page, the user can easily update her status exactly where and when she became unavailable.

Image shows a search result in the mobile client.

Vision 80/20 Mobile Continis: Quick forwarding, which diverts a call with a single click; adapted by the user herself Organisation and namne directory Ability to search for information on colleagues and see whether they are available Diversions with various forwarding alternatives List the messages See colleagues’ availability and telephone status, if the system supports this

Vision 80/20 Mobile can show contact information from other systems that export data to Vision 80/20, such as CRM systems. You can decide what information will be shown in User Web.

MessagesIf you use a Visionutveckling voicemail box, your messages will be displayed on the message tab.

How does it work?Vision 80/20 Mobile is a web client that gathers information from the call management system’s database, which, in turn, gathers information from voicemail box platforms, from the exchange, and from various other applications that contain some form of availability status, such as Microsoft Lync,etc.

Vision 80/20 Mobile is presented on the same server as Vision 80/20, but with a resolution for an accurate reproduction on smaller screens, and designed to consume less data traffic.

Other

For other technical prerequisites, see the document: Vision 80/20 Server and Connection requirements

Requirements

The application requires access to the Vision 80/20 PAM server over VPN or internet access.



LicensingVision 80/20 Mobile is licensed per active user of Vision 80/20 and Vision 80/20 Smartphone User,

Product works together with:The Vision 80/20 PAM main system

Vision 80/20 for iPhone

Customer AdvantagesVia the iPhone app, you can quickly and easily do the following:

Create a diversion. Update your geographical position and let your colleagues see where you are. See where your colleagues are. See your call list and make calls. Access your favorites list as well as search the company directory and get detailed information about

your colleagues. See in the message panel who has left messages for you. Displays messages from the Vision 80/20

operator and the integrated voicemail box system.

How does it work?The application’s main menu:

Below is the view of the application’s main features and how they are experienced by the user.

Call management with shortcuts

Call list: simply click to call back those who have called while you were busy

Favorites with details and search in the Vision 80/20 PAM database

The start panel above is the first thing you see when you start the application. It provides a number of quick shortcuts, and with a single press of a button, you can start or remove an active diversion.

During the diversion, the user can administrate all her active and future diversions.

In the Message panel, the user can see who has left a message. They can also see messages from the Vision 80/20 operator and integrated voicemail box system.



On the Calls tab, missed calls are listed:

Avaya IPO/BroadWorks PBX IVR Pro IVRMissed calls Yes Yes YesDialed calls No No NoReceived calls No No No

The Search tab is a handy tool for searching the company directory and seeing the status of colleagues. You can also mail a person by clicking their email address, call them by clicking their number, and see the general geographic position of colleagues who have shared this information.

The Favorites tab shows the status of colleagues you have listed as your favorites.

Requirements


LicensingRequires a Vision 80/20 for iPhone and Android module as well as the correct number of Vision 80/20 Smartphone User licenses.

Product works together with:The Vision 80/20 PAM main system

Vision 80/20 for Android

Kustomer RequirementsVia the Android app, you can quickly and easily do the following:

Create a diversion. Update your geographical position and let your colleagues see where you are. See where your colleagues are. See your call list and make calls. Access your favorites list as well as search the company directory and get detailed information about

your colleagues. See in the message panel who has left messages for you. Displays messages from the Vision 80/20

operator and the integrated voicemail box system.

How does it work?The application’s main menu:

Below is the view of the application’s main features and how they are experienced by the user.



Call management with shortcuts Call list: simply click to call back those who have called while you were busy

Favorites with details and search in the Vision 80/20 PAM database

The start panel above is the first thing you see when you start the application. It provides a number of quick shortcuts, and with a single press of a button, you can start or remove an active diversion.

During the diversion, the user can administrate all her active and future diversions.

In the Message panel, the user can see who has left a message. They can also see messages from the Vision 80/20 operator and integrated voicemail box system.

On the Calls tab, missed calls are listed:

Avaya IPO/BroadWorks PBX IVR Pro IVRMissed calls Yes Yes YesDialed calls No No NoReceived calls No No No

The Search tab is a handy tool for searching the company directory and seeing the status of colleagues. You can also mail a person by clicking their email address, call them by clicking their number, and see the general geographic position of colleagues who have shared this information.

The Favorites tab shows the status of colleagues you have listed as your favorites.

Requirements


LicensingRequires a Vision 80/20 for iPhone and Android module as well as the correct number of Vision 80/20 Smartphone User licenses.

PAM Mobile Line State ModulesThe base modules for the modules:

Presence Services for TDC Sweden Presence Services for TDC Denmark Presence Services for TDC Norway Presence Services for Cirque Denmark Presence Services for Telenor Denmark Presence Services for Telenor Mobilt Bedtiftsnett Norway



Presence Services for Telenor Proffnet Norway

Customer AdvantagesBy having continuously updated status on users’ mobile telephones, the operator can improve the level of service for callers. The operator can quickly and easily see which users are available in which departments and offer callers the chance to speak with someone else knowledgable in the relevant area if the person the caller is seeking is unavailable. Alternately, the operator can allow the caller to leave a message, or she can alert the user to the caller’s case in another way.

Vision 80/20 Presence Link for Lync updates the user’s Lync client when the user speaks on her mobile telephone. In this way, other users can see that she is busy and find another colleague to take care of the matter.

How does it work?The customer signs an agreement to monitor the organization’s mobile telephone numbers.

TDC, Telenor Denmark and CirqueWhen a status change occurs, a TCP/IP transaction is sent to the customer’s Vision 80/20, which then overwrites the previous status on the extension in the Vision 80/20 system.

Mobile bedrifts NetMobile ? Net allows Vision 80/20 to connect to the mobile operator and collect status updates.

Lync

Vision 80/20 Presence Link for Lync manages incoming line status information and updates the user’s Lync account with line status based on information from the mobile operator.

ÖvrigtFör övriga tekniska förutsättningar se dokument: Vision 80/20 Server and Connection requirements

Vision 80/20 PAM Mobile linestate modules

Customer AdvantagesVision 80/20 PAM Mobile line state modules adds busy status from employees' mobile phones to the Vision 80/20. By having continuously updated status on users’ mobile telephones, the operator can improve the level of service for callers. The operator can quickly and easily see which users are available in which departments and offer callers the chance to speak with someone else knowledgable in the relevant area if the person the caller is seeking is unavailable. Alternately, the operator can allow the caller to leave a message, or she can alert the user to the caller’s case in another way.

The module can be delivered in two different scenarios:

Vision 80/20 Integrated: Vision 80/20 extended with busy marking from employees' mobile phones to the Vision 80/20. Attendants can see when users are busy speaking in their mobile phone. Lync Client is extended with busy marking from employees' mobile phones by the presence Link for Lync. Users can see in his Lyncklient when a colleague is busy in a mobile phone call



Standalone Line State into Lync: Lync Client is extended with busy marking from employees' mobile phones. Users can see in his Lyncklient when a colleague is busy in a mobile phone call. In this configuration, the module uses the user data from the customer's Active Directory to pairing the user's phone with Lyncanvändaridentitet, no other data source to pair identities.

LicensingRequires a Presence Services module per operator, plus the following:

Userlicense:

Vision80/20 PAM system: For Vision 80/20 syetm with PAM Mobile Linsate the product is licensed with one Vision 80/20 Mobile line state user per Vision 80/20 Active user in the system

Standalone Linestate into Lync: Licensed with one Vision 80/20 Mobile line state user per user that shall have mobilelinestate replication active.

PAM Mobile linestate modulesThese are the base modules for Mobile linestate:

Presence Services for TDC Sweden Presence Services for TDC Denmark Presence Services for TDC Norway Presence Services for Cirque Denmark Presence Services for Telenor Denmark Presence Services for Telenor Mobilt Bedtiftsnett Norway Presence Services for Telenor Proffnet Norway Presence Services for Telenor One Sweden Presence Services for NetCom Norway Presence Services for Ventelo Norway

How does it work?The customer signs an agreement to monitor the organization’s mobile telephone numbers.

TDC, Telenor Denmark and CirqueWhen a status change occurs, a TCP/IP transaction is sent to the customer’s Vision 80/20, which then



overwrites the previous status on the extension in the Vision 80/20 system.

Mobile bedrifts NetHere the aoperator allows Vision 80/20 to connect to the mobile operator and collect status updates.

Lync

Vision 80/20 Presence Link for Lync manages incoming line status information and updates the user’s Lync account with line status based on information from the mobile operator.


PAM Integration Modules

Vision 80/20 AD Integrated User

Customer AdvantagesVision 80/20 AD Integrated User us a user license based on Vision 80/20 Active User and Vision 80/20 AD Link.

LicensingLicensing is per Vision 80/20 Active User which is integrated with external LDAP source, usually Microsoft Active Directory.

Vision 80/20 AD/LDAP Link

Customer AdvantagesOrganizations that store personal information in an AD/LDAP-based database can use this information in the Vision 80/20 call management system. The foundations of the Vision 80/20 database structure are based entirely on Active Directory, which makes the transferance of data both simple and effective.

By specifying in the settings which data should be collected, the system administrator can easily control what information is transferred to Vision 80/20.

As soon as information is entered or changed, Active Directory LDAP is updated. This means that all peripheral systems that utilize the service are using the exact same information. A new entry, such as a new hire, can be entered provisionally into Vision 80/20, as it can sometimes take time before the new hire’s information is fully entered into the system. Later, when the new hire’s data is finally input, the system will match this with the provisional entries in Vision 80/20.

When a person no longer works for a company, their information is often removed from the Active Directory. However, the operator may still need to find details about that person in order to provide customers with the correct information. For this reason, all information can be set to remain in the Vision 80/20 system for a selected period of time, after which the data is removed automatically. If needed the system can delete users automatically from Web but keep them for the operators for a week or a month.



How does it work?LDAP - Lightweight Directory Access Protocol is a standardized means of searching in a directory service, such as Active Directory, and is used by a variety of software to search in the same directory.

This protocol is used by Vision 80/20 to fetch and transfer data to other directories. There are two alternate configurations for when data should be updated.

Data should either be updated as soon as a change is made, which is useful for users, but large databases with many changes requires many resources; or the data can be updated at a specific time when the system has a small load level, such as at night.

Vision 80/20 AD/LDAP Link supports two-way data synchronization, which can be configured in various ways. For example, a particular field can be defined to always have the latest data, while other fields can be set to always fetch data from a secondary directory, or always pull in information from Vision 80/20, etc.

All directory services that support LDAP v3 or later are managed in this way. By default Active Directory is supported, other LDAP catalogues areshall be handled by a prestudy.

The systemintegrator chooses what LDAP field shall be matched with which Vision 80/20 field.

Other

For other technical prerequisites, see the document Visionutveckling Technical Requirements.

LicensingThe Vision 80/20 AD/LDAP Link module is required, along with Vision 80/20 AD Integrated User license per user.

Product work together with:The Vision 80/20 PAM Main system

An LDAP server integration per partition in the Vision 80/20 PAM Main system.



Statistics

Statistics Modules

Statistics

Customer Advantages

Statistics provides information that can help your company become even better.

Vision 80/20 Statistics is divided into two modules:

Contact Centero Statistics for Operator and Agents

Wallboard

These modules can be mixed and matched to meet whatever statistics needs you might have, and the results are presented in Vision 80/20 Statistics.

Whether your goal is to improve accessibility or lower costs, access to accurate data is the best method for good decision making. Vision 80/20 Statistics provides you with that accurate data, giving you relevant and customized information about your contact center or attendant service, adapted to your needs and in an easy-to-understand format.

Vision 80/20 Statistics gathers all information in one place and makes it easily accessible for you and your colleagues in a simple wb based application. Standardized reports simplify the work and with a few simple clicks you can get an in-depth look all the way down to the raw data level.

Vision 80/20 Statistics is customized to meet the statistical requirements of large and small organizations. Built-in network support (support for customer-partitioned solutions) enables service providers to offer their customers a statistical service.

Vision 80/20 Statistics is delivered with several standard report types that will simplify your report creation and improve your quality assurance. You decide which variables to base the report on, and how the results will be presented. You can select whether you want to display your results with graphical diagrams or in simple tables.

Simple, flexible permissions management.

Vision 80/20 Statistics can be adapted to your organization. The administration of the system, and which reports each grouping has access to, is controlled on a group or individual level. A group, department, or office can therefore have different systems operators with their own customized reports. This means that an agent can see detailed statistics on their own work and get comprehensive statistics on selected queues. Meanwhile, the customer service manager has access to the statistics on all agents and queues.

Vision 80/20 Statistics imports users from from Vision 80/20 Contact Center. The only requirement is that permissions must be set per user, or the users must be placed in a group so that they inherit permissions from that group.



Predefined and automatic reports

Export your reports with a simple push of a button and select the format that best serves your purpose, PDF or Excel. You can also examine the raw data by exporting your report information to CSV files. The scheduling feature allows you to set up recurring automatically generated reports with the right information delivered to the right person.

Scheduled reports are supported in Excel or PDF format. The reports contain a link to the web-based statistics where the graphs are displayed.

The Statistics module contains several smart ways to streamline the analysis. Predefined shortcuts and favorite reports are features designed to save time and resources. Interactive generation with click-to-zoom and mouse-over functionality helps to look more closely at the data and details.

Simple filtering

All companies and businesses are unique, as are their needs. Grouping and filtering therefore include a vast number of choices in order to ensure the reports are exactly in line with your needs and desires.Filtering of queue, agent, organization, department, person, telephone number or cost center.

Metric groups that you create and administrate allow you to make custom groupings.

Date and time filter down to the minute where preset choices such as “yesterday” or “last week” allow you to quickly pull up the period you want statistics on. With time intervals, you can more closely examine periods with higher or lower traffic flow.

Base reports on desired parameters. Your reports can include all types of groupings and all time periods.

Diagrams or tables. You can decide how you want to present your reports.

Graphic

Most reports have web-based graphics that can be used to present detailed information in the form of graphs, which can be worked with in real time and then printed out.

Integration with other systems



If Visison 80/20 Contact Center or General Operator is to be integrated with other systems, such as resource management, raw data about agents, queues and calls are exported from Vision 80/20 Statistics. The export format is a comma separated (CSV) file generated by the system once per day. The data and fields included by default is described in a separate documentation.

For more details about the documentation please contact Enghouse Interactive

Statistics Agent – a part of Statistics Contact CenterThe system illustrates with ease the effects of your work routines and processes. Queue reports inform about queu times, reaction times, and levels of service. They function as a basis for resource optimization and simplify the improvement of level of service and availability. The result of quality assurance is a more efficient organization and more satisfied customers.

Vision 80/20 Statistics meets those needs while managing all incoming and outgoing communications, including chat.

Measurable data for Contact Center:

Incoming Chat Incoming SMS (managed as email) Incoming calls Incoming Callbacks Incoming email Connected calls Answered calls Missed calls (in various queue time intervals) Time-out Caller hang-ups Declines by agent Number Callbacks Queue time (max, average, total) Reaction time (max, average, total) Call time (max, average, total) Preparation time (max, average, total) Post-processing time (max, average, total) Level of Service Overflow Agent login, time in various states

The above items are presented in the following reports:

Contact Center report, Agent report, Agent Presence, Caselog report (IVR Report is a from agents separated report)

Statistics Operator – del av Statistics Contact CenterThe system illustrates with ease the effects of your work routines and processes. Queue reports inform about queu times, reaction times, and levels of service. They function as a basis for resource optimization and simplify the improvement of level of service and availability. The result of quality assurance is a more efficient organization and more satisfied customers.

Vision 80/20 Statistics meets those needs while managing all incoming and outgoing communications, including chat.

Measureable data for Operator service:



Incoming calls Incoming Lync calls Internal or external calls Connected calls Answered calls Missed calls Time-out Caller hang-ups Declines by Operator Callbacks Queue time (max, average, total) Reaction time (max, average, total) Call time (max, average, total) Preparation time (max, average, total) Post-processing time (max, average, total) Level of Service Overflow Operators’ time in various states

Reports – Contact CenterContact Center report

This report is used for following up on the contact center, and it presents the number of tasks split according to incoming, answered and unanswered items.

You can easily see number of chats, calls, emails and callbacks in the report.

The report can be filtered to show specific periods, agents, queues per type, and calls that exceed a particular queue time. To simplify even further, you can select to show only certain types of media, such as chat, telephone calls, email or callbacks.

You can even see the callflow details or contents of chatsessions.



Agent report

This report is used to follow up on agents in the contact center, looking at things like how much time they spend per call, how long they are available, their reaction time, prep time, and post-processing time. You can also see how long the agents remain in the pause, active or managing task states.



The report can be filtered to show specific days, agents, or agent groups.

Agent presence report

This report is used to follow up on what agents do in the pause state, e.g., how much time they spend at lunch versus other activities. Availability codes are synchronized with the Vision 80/20 PAM system.

Caselog report

This report is used to track the time spent on certain types of tasks. Agents mark their managed tasks so that



these can be examined via this report. This allows supervisors to track how much time is spent on, for example, trash-related issues in a municipality.

The report can be filtered to show specific areas, times, agents and queues.

IVR Report

This report is used to show selections made in the system’s IVR tree. This can be used to:

Check on results of customer surveys, for example, and what callers’ answers are to various questions. The administrator can select issues from those least satisfied and follow up with these people more closely.

The report can also be used to track caller behavior in an IVR tree, which allows the administrator to adjust the choices so more calls can be directed to self-service rather than to agent queues.

How does it work?Data RecordingVision 80/20 Statistics gathers data from three different sources:

Vision 80/20 Contact Center (For Contact Center och General Operator)



Server och DatabaseVision 80/20 Statistics is installed aspart of Vision 80/20, the database that is used to store statistical Data shall be placed on a separate server, ie not the same server as the Vision 80/20 PAM Main system or Vision 80/20 Contact Center. Design is described in Solution Design Guide och server and connection requirements

The database used is MySQL.

Other


LicensingThe product is divided into two different licenses:

Statistics per Operator and Contact Center Agento Statistics Operator is licensed according to the number of registered operators (Agents)o Statistics Call Center is licensed according to number of registered agents in Vision 80/20

Contact Center.

Product works together with:

Contact Center Reports Contact CenterContact Center Report xQueue report N/AService Level Report N/AAgent Report xChat report XIVR Report XAgent Presence Report XCaselog report X



Statistics Wallboard

Customer AdvantagesWallboard is an essential tool for supervisors and agent groups to follow up on how well operators, queues and agent groups are currently functioning, as well as a log to follow up on current trends.

Wallboard is split into several panels with different features to display correct information to suit your various needs.

These panels are:

Agents panel

Allows you to see important information such as name, status, telephone number, number of answered/managed calls, and call duration. When setting up views, simply select the columns you wish to be visible.

Agent Groups panel



Allows you to display aggregated data for an agent group defined in Statistics administration.

The panel shows the group’s name, managed calls, time spent in pause state, in calls, answer time, and number of active and busy agents.

Queues panel

Allows you to watch queues and see how these are currently being manned and managed.

This can display:

Current and maximum queue lengths.

Average and maximum queue times.

Number of incoming mails, chats and calls, as well as number of active, busy, paused and available agents.

Current SLA levels.

Queue History chart



Allows you to monitor current and historical number of queued tasks per queue, as well as current and historical queue time. The panels can be zoomed in to reduce the window size.

Queue Length bar chart

This panel displays queue length as a bar chart. It shows the maximum number of queued tasks, as well as a historic display of previously used queue positions. This can be used with the Queue History chart.

Wallboard or desktop mode

Wallboard mode makes it easy to be used by supervisors or on a large screen.



How does it work?Wallboard is installed on a Windows 8 or Windows 7 PC, and is best connected to a large screen for the best data presentation.

LicensingProduct is licensed per simultaneous logged-in Wallboard and requires Statistics for the administration of Wallboard users.

IVR Pro and Contact Center Base Platform

Vision 80/20 Contact Center and IVR Pro Server

Customer AdvantagesIVR Pro & Contact Center Server is a cost-effective solution based on a Linux distribution. It comes on an easily installable DVD which contains both operating system and other necessary software.

The technique makes it simply to set up the system and concentrate on the vital issues, such as configuring and gathering customer data so the various modules can be quickly up and running and evaluated.

Both IVR Pro and Contact Center are administrated in a common web-based administration tool.

IVR Pro and Contact Center Administrator’s Web

The Contact Center, voicemail boxes, and spoken presence call management can be adminstrated via a web interface

.

Administration of users and customer groups. From here, the administrator can manage which



extensions will have voicemail boxes, as well as setting up various customer groups, administration rights, and virtual voicemail boxes. Typically users are synchronized from the call management system. If the system is integrated with Vision 80/20 PAM Mainsystem, all users and their settings are managed from Vision 80/20 Manager.

System Preferences Allows the administrator to manage issues such as opening hours for various customer groups, which availability codes should be read by the spoken presence system, as well as language settings.

IVR tree Administered via the same tool as used for managing agents and queues. Import/export administrates potential updates from other databases. Statistics. Statistics is offered in two variants. Statistics can either be presented via the web

interface, or exported as a comma separated (CSV) file, which can be opened in Excel, for example, for further editing or creation of graphs, etc. Statistics offers the following modules in IVR Pro (if these selections are active):

General traffic to and from the IVR Pro platform. Only single server platform

Statistics on calls managed by the call routing This is covered by Vision 80/20 Statistics IVr Report in HA systems

Statistics on Vision 80/20 Contact Center (incoming traffic, queues, and Agents). Vision 80/20 Statistics is recomended

Statistikcs on the use of questionnaires. This is covered by Vision 80/20 Statistics IVr Report in HA systems

How does it work?IVR Pro and Contact Center are installed on a Linux server that connects to the exchange with QSIG or SIP connections (cards and/or Line licenses apply). When a call comes in, as much of the information as possible is decoded, such as Calling, Redirecting, and Called numbers, interal or external call, reason for diversion, etc.

Depending on information about the call and which schedule is active, the call will be rerouted to various applications on the server.

The web client is published directly from the Linux Server. The integration with Vision 80/20 PAM Mainsystem is done via internal protocols in the applications.

All information and configurations are stored in a MySQL database.

Sound files with messages sent as attachments to emails are .WAV files with 16-bit sampling 8 kHz.

SMS messages can be delivered via Visionutveckling’s network service or direct links over the internet. Direct connections are available with Telenor and Telia (requires an account with Telia). For Tele2 subscribers, an ”IQ email” add-on service is used.

Teleconference connects callers to a conference call. Note that the system must be set up with a Linelicense for every incoming call.

PBX connection is made via QSIG or SIP (VOIP). It is also possible to connect directly to PSTN with ISDN 30B+D depending on how the traffic pattern is planned. The table below shows the connection types supported for the various exchanges.

.

PBX/Provider ProtocolAastra MD110 BC13 QSIGAastra Mx-One QSIG/SIPAlcatel Omni PCX Enterprise SIP or QSIGAvaya Communication Manager SIP or QSIG



Avaya CS1000 SIP or QSIGAvaya IP Office SIPBroadworks 17 spX, 18 sp1 SIPCisco Unified Communications Manager SIPNEC Sip@Net SIP

Product works together with:Vision 80/20 Statistics, which is on the same server used for Contact Center.

The Vision 80/20 PAM Main system.

Design ConsiderationsThe Vision 80/20 Contact Center and IVR Pro Server can handle 240 QSIG or 420 SIP telephone lines. This makes it possible to have several hundred Agents and several thousand voicemail boxes on one server.

LicensingRequires one server license per installed server.

Vision 80/20 Contact Center and IVR Pro Voice Line license

Customer AdvantagesActive telephone lines are required to take care of incoming calls in order to play voice response messages, record, or play back voice messages. The lines are also used to queue calls in Vision 80/20 Contact Center, and to manage calls as an operator based on Vision 80/20 Contact Center.

How does it work?Digital line cards are connected to the server’s PCI-X or PCI-E bus. (See documentation for systems requirements.) The line card is used to connect to PSTN or an exchange with 2Mb access. ISDN 30B+D/ QSIG can be used as protocol. There must be at least as many QSIG channels as there are channel licenses. A maximum of 240 lines (two 120-line cards) can be connected per server.

Product requiresVision 80/20 Contact Center and IVR Pro Server, and Vision 80/20 Contact Center and IVR PRO SIP License; alternately, Voice card ISDN/QSIG IVR Pro Server 30, 60 or 120.

Product works together with:Vision 80/20 Contact Center and IVR Pro Server.

Design ConsiderationsThe Vision 80/20 Contact Center and IVR Pro Voice Line license works with 240 QSIG or 420 SIP lines.

LicenseringOne license required per active line.

Vision 80/20 Contact Center and IVR PRO SIP License

Customer AdvantagesSystems that do not use QSIG or ISDN to manage calls, can use SIP as transport for calls with selected Pabx or operators. This reduces the need for hardware and allows for a different location of the server than the



customer’s PBX.

What is SIP?Session Initiation Protocol (SIP) is a protocol developed by the IETF (Internet Engineering Task Force) MMUSIC Working Group and is now an accepted standard for initiation, modification, and termination of interactive sessions that include multimedia, such as video, audio, games and virtual reality over TCPIP. SIP is particularly known for telephony and video calls.

How does it work?When the IVR Pro/Contact Center server is connected to the PBX using SIP trunking, the call is managed by TCP/IP rather than the digital line card.

One of the advantages of using VOIP (Voice over Internet Protocol) instead of traditional telephony is that the audio is managed by RTP (Real-Time Transport Protocol) and can be transported along the shortest path between two nodes to communicate, even if the call itself is set up over the VIP2000 server.

An example of this could be when a call comes in to the exchange over its connection in Gothenburg, but the IVR Pro/Contact Center server with operator is connected in Stockholm. Both the call and the audio will communicate with the IVR Pro/Contact Center server in Stockholm while the call is in the queue, and phrases, ring tones, etc., are played. When the operator then answers the call, e.g., in Gothenburg, the call will still be on the IVR Pro/Contact Center server, but the RTP Session, i.e., the actual audio, will use the shortest path.

Product RequiresThe Vision 80/20 Contact Center and IVR Pro Server, and Vision 80/20 Contact Center and IVR PRO Voice Line License.

Product works together with:Vision 80/20 Contact Center and IVR Pro Server

Design ConsiderationsThe Vision 80/20 Contact Center and IVR Pro Server can handle 240 QSIG or 420 SIP telephone lines. This makes it possible to have several hundred Agents and several thousand voicemail boxes on one server.

LicensingOne license is required per active line.

Spoken presence and Voicemail

IVR Pro – VIP 2000

Vision 80/20 IVR PRO - Spoken Presence and Voicemail

Customer AdvantagesIVR Pro (VIP2000) helps companies and organizations provide the best possible service to callers seeking a person or department. IVR Pro’s easy-to-use features, including spoken presence call management, IVR with advanced voicemail system, unified messaging, and queue management, will improve your company’s efficiency and increase your customer satisfaction.

IVR Pro Server is the basis for Vision 80/20 Contact Center.

LanguageIVR Pro is delivered with language support for Finish, Danish, Swedish, English and Norwegian.


http://sv.wikipedia.org/wiki/IETF


Administration is available in Swedish and English.

Basic IVR Pro package consists of the following components:

IVR Pro User Web IVR Pro Administrator’s Web Spoken Presence Voicemail Scheduling Email and SMS notification Conference Bridge* Swedish, Danish, English, Finnish and Norwegian system files

IVR Pro User Web is the users’ page for administrating, managing and listening to their voicemail.

If IVR Pro is integrated with Vision 80/20 PAM, the user can manage these features via Vision 80/20 User (User Web for Vision 80/20). Here, the user can select which incoming calls should receive a message, whether the callers can have the opportunity to leave a voicemail, and whether they can select to have their call forwarded via the spoken presence call management system.

Spoken Presence

Using Spoken Presence relieves the operator from calls in which the caller can automatically receive information about when the user they are seeking is expected to return, as well as be given the opportunity to leave a voicemail message. The user can also select to not allow the system to read callers their referral/diversion message.

Differente phrases for a variety of different reasons are available. This makes it possible to play a more personal message via the Spoken Presence system.

If the user is busy, for example, it is possible to record a message to inform the caller to press 7 to be transfered to a colleague or the service desk.



If you use the add-on ”personal number” in IVR Pro, this is where these queues are administrated.

Voicemail box

With IVR Pro, callers are always met in a pleasant and professional manner, even if you are unable to answer the call yourself. If you are busy on another call, your voicemail box will pick up after the first ring. If the caller doesn’t wish to leave a message, they are given the opportunity to be connected to the switchboard, queue for a forwarded number, or wait in line until you are able to answer their call.

The user can select whether to turn off or on her voicemail box for incoming calls or, for example, set it as active

Users can administrate and listen to their voicemail in IVR Pro Web client or Vision 80/20 User. The image above displays Vision 80/20 User.

Scheduling

The scheduling feature allows you to play different menu options at different time periods in your call routing. This could, for example, be used to indicate different opening hours for different queues, etc. You can alos add exceptions to the schedule for holidays and the like. Additionally, you can associate a variety of phrases, etc., with various schedules.

Email and SMS notification

The voicemail box can be configured to notify the user of received voicemail. This can be done by activating ”message waiting in exchange”, ”Send email”, and/or ”Send SMS”. SMS notification messages to users contain the number of messages waiting in the voicemail box, plus the number to call to listen to the messages. The email notification messages may contain a link to the web client to listen to the voicemail message, or they may contain the voicemail itself as an attached audio file.

Other

For other technical prerequisites, see the document: Vision 80/20 Server and Connection requirements.



Product RequiresVision 80/20 Contact Center and IVR PRO Server, and Vision 80/20 Contact Center and IVR PRO Voice Line license.

LicensingBasic IVR Pro is licensed per number of users. Additionally requires a number of IVR Pro Voice Channel licenses.

Design ConsiderationsThe following design considerations for the channels are suggested:

Number of users 20 100 500 1000 2000

Number of lines 2 4 8 16 20For an additional 100, we suggest two channels.

Note that SIP channels or line cards apply for connection to the exchange.

Product works together with:IVR Pro can be installed together with other call management systems, whether independent or as part of a full voicemail platform.

IVR Pro Additional language

Customer AdvantagesIVR Pro can expanded with the following language packages:

English Swedish Danish Norwegian Finnish

How does it work?By adding more languages, you can select to have menus read in those other languages. This includes systems menus, numbers, dates, etc.

OtherFor other technical prerequisites, see the document: Visionutveckling technical requirements

LicensingThe language packages are licensed per number of active users and number of languages desired.

Product works together withIVR Pro

IVR PRO Personal queue

Customer AdvantagesWith the Personal Number feature, you can queue and forward a call to any extension. Users select their own queue phrases from the web client.

It is also possible to define exceptions where, for example, some calls can be allowed through before others. It is additionally possible to manage calls differently depending on the currently active reason for absense.



Users can themselves administrate queues in IVR Pro Web client.

OtherFor other technical prerequisites, see the document: Visionutveckling technical requirements

LicensingThe language packages are licensed per number of active users and number of languages desired.

Product works together withIVR Pro

IVR PRO Personal queue

Customer AdvantagesWith the Personal Number feature, you can queue and forward a call to any extension. Users select their own queue phrases from the web client.

It is also possible to define exceptions where, for example, some calls can be allowed through before others. It is additionally possible to manage calls differently depending on the currently active reason for absense.

Users can themselves administrate queues in IVR Pro Web client or Vision 80/20 User.

How does it work?

Calls to the user are sent to IVR PRO, which in turn calls the user’s telephone. When the phone rings, the telephone’s status is detected. If it is busy, the queue function is activated. If several calls come to the user, these are queued in the order they come in.

Other


Licensing



Personal queue is licensed per number of IVR Pro users.

Note that the use of Personal queue will use channel licenses, as well as SIP/QSIG channel to the exchange.

Product works together with:IVR Pro

IVR Pro ConferenceIVR Pro includes a simple conference bridge to establish up to 10 simultaneous conference calls via call routing, i.e., the IVR tree. A number to any number of conference calls without a password.

You can set a password for conference calls or allow them to remain password free.

Conference calls work with a number of preset conference “rooms” to which codes are provided. Alternately, a number to the conference bridge is provided and then you are requested to enter the code ending in the # symbol, to go to the desired conference call. If you are the first caller, you must wait until the next participant connects with the same code.

Number of participants is limited to the number of lines in the IVR Pro server.

How does it work?

The conference call mixes all the calls of the IVRPRP server. This places high demands on, for example, the Quality of Service for the VOIP system.

Licensing

IVR Pro conference is licensed per number of IVR Pro users.

Design Considerations

The following design considerations for channels are suggested, given that conference calls use active lines.

The system is designed to handle 10 conference calls with a total of 40 participants.

Number of Users 20 100 500 1000 2000

Number of channels 3 6 12 20 30For an additional 100, we suggest two channels.

IVR – Simple Spoken Presence and Voicemail

Customer AdvantagesFrees up the operator and automatically delivers a quick and friendly response to callers regarding when the person they’re calling will return, provides them with the chance to have their call redirected to the person’s mobile telephone, the operator, or voicemail. Users can even record their own greetings.

Users can perform administration, set up their diversions and availability information, and listen to their messages and voicemail via User Web for Vision 80/20.



How does it work?Spoken Presence is installed on the same servers as Vision 80/20 and connects to the exchange with SIP or H323 (licenses for these apply).

Spoken Presence works together with exchanges Avaya IP Office and Avaya CM, and handles up to 500 voicemail boxes.

Other


LicensingIVR – Basic Spoken Presence and Voicemail is licensed based on Vision 80/20 Active users.


Connections to the exchange are via SIP (licenses for these apply).

IVR Finns f.n. till Avaya IP Office och Avaya CM.

Vision 80/20 IVR SIP License

Customer AdvantagesVision 80/20 IVR requires a Vision 80/20 IVR SIP License corresponding to the number of simultaneous calls to answered by Vision 80/20 IVR. I.e., diverted calls with Spoken Presnece, recorded or played voicemail messages, and queued calls to busy extensions.

LicensingOne linces is required per active line.


Connections to the exchange are via SIP (licenses for these apply).

IVR can be run together with Avaya IP Office and Avaya CM.



Design Considerations

The following design considerations for channels are suggested, given that conference calls use active lines.

The system is designed to handle 10 conference calls with a total of 40 participants.

Number of users 20 100 500

Number of channels 3 6 12For an additional 100, we suggest two channels.

Vision 80/20 Contact Center

Vision 80/20 Contact Center

Customer AdvantagesVision 80/20 Contact Center is a simple and cost-effective solution for contact center operations such as customer service, orering, and support, etc. The product builds on the foundations of Vision 80/20 and IVR Pro Server.

Vision 80/20 Contact Center provides you with a complete, all-in-one communications solution. Our web-based system offers comprehensive functionality designed to keep you free from the worries of installation, training and maintenance..

Vision 80/20 Contact Center can also receive and queue both chat and email. All incoming communications to your customer service are gathered in the same system and distributed to agents in order of priority.Incoming faxes*1 and SMS*1 can be converted to email and queued for the agent according to the same rules of prioity as calls.To further coordinate incoming requests, incoming chats can also be directed to Vision 80/20 Contact Center.

Different icons indicate incoming cases depending on what mode of communication was used.Agents can manage multiple communications modes at once; e.g., multiple chat sessions can be managed simultaneously with a call or an email.

*1 to convert SMS, a Gateway program such as a fax server is required. This is not included in the product.

News in Version 10 are:

Music is now available for callers waiting on hold in the queue. Preparation time gives agents a few secuds to prepare for the incoming task before they begin

communicating with the caller. Automatic mail responses are now available. Queue position notification is now available for those waiting in the chat queue.

Independence – a single word that summarizes Vision 80/20 Contact Center:

Telephone independence – The user can use any telephone to answer a call.

Geografic independence – The user can be physically located anywhere there is a functioning telephone and a computer with a network to the server and Java support.



Administrator

Vision 80/20 Contact Center can be administrated without any special knowledge. Those responsible for the system can record their own messages, manage and create queues and agents, and grant permissions to other departments or groups. Each department or group can then create their own recordings and see their statistics. Opening hours for menu options, queues, etc., are managed by the system’s Scheduling feature where the administrator can set up common schedules for several queues. Systems administrators and group leaders also have access to a statistics feature so they can perform follow-up and predictions in order to utilize your employee resources in the best possible way.

Statistics

Statistics can be retrieved from the system in three categories: queue statistics, overall agent statistics, and individual agent statistics. Statistics provide a basis for how your contact center should be staffed for optimal functionality. You’ll be able to see peak loads, wait times, number of transported calls, average call time, level of service, and more. For example, statistics can tell you how many calls are redirected; too many redirects could mean something like agents are missing key information about a specific task.

Statistics can be shown in the web interface or be exported to a comma separated (CSV) file, which the customers can use to create their own reports according to their organization’s needs.

Support for Vision 80/20 Statistics is available as an add-on. For more information about the supported reports



and which data is visible, see Vision 80/20 Statistics.

Agent

The Agent comes in two different versions: one, a web-based Java client that can easily be set up on various PCs via a web link; and two, as a part of Vision 80/20 Attendant Client.

Which is most appropriate for you depends on your needs and area of use. Operators who assist customer service are best served by Vision 80/20 Attendant Client; primary agents should instead use Agent Client.,

Add-on Features Email, multimedia queue management of email and (SMS as e-mail) in the same queue Chat, management of incoming chat sessions to the various queues Recording of calls Callback Time booking, Enhanced Callback with time booking and scheduling Agent API, CRM connection to, e.g., a case system, ordering system, or sales support system via

XMLo Available in Agent Client

Agent license, not active – profiles for persons that can logon and does not comsume concurrent agent licenses

Vision 80/20 Contact Center Chat

Customer AdvantagesVision 80/20 Contact Center Chat is the basic module that allows agents to chat with each other as well as external parties. Chat sessions can take place at the same time as the Agent accepts other means of communication, such as email or telephone calls.

Chat Features

The Chat image on the user’s page can be set to the customer’s layout by the customer’s webmaster. The customer’s webmaster can set external pages so that chat is only made available at scheduled

times, or when the chat queue is manned. Chat is handled in the same way as other media, but the agent can have multiple chat sessions active

at once. End users can fill in name, email address, and issue upon registration. End users are queued while waiting for an Agent. In version 10, end users can have queue messages such as:

o Queue-specific greetingso Special message for reaching number one in the queueo End users receive updates about their queue position

End users receive a message if no Agents are available. When multiple chat sessions are running, a chat with a new message is indicated with a speech

bubble. Agents can switch between chat sessions by pressing Ctrl + Tab. Agents can decide when they want to accept other tasks like chat, mail and calls. Agents can log off and onto different chat queues if specific chat queues are used. Agents can send clickable links to end users. Agents can connect a chat session to another agent or queue. This is indicated on the end user’s

end. Inactive chat sessions are ended after 5 minutes. Chat sessions are available via the chat history in the Agent client. End users can mail a chat session to themselves.

Chat and statistics in Vision 80/20 Statistics



Chat is displayed in the Contact Center report as a separate media type. Chat can be mixed in with other tasks, but should be managed in its own queues in order to not affect

level of service. The detail view shows who started the chat session, how long it has queued and which agent

managed the session. In Vision 80/20 Statistics Contact Center report can show chat details, like number of chat sessions,

number of messages per chat session, and the ability to examine the entire conversation in detail.

How does it work?Chat uses a standard opening of the web port and is based on external forwarding of chat sessions from the customer’s external web server to the local web server, which is on the Vision 80/20 Contact Center server..

Licensing: A chat session does not require a channel license, but these take a place in the queue. It is therefore important to take into consideration when designing the queue sizes as well as to keep in mind how many tasks these queues can manage.

DMZ

It is possible to run the Chat Server on an external server in DMZ in order to have a more secure solution.

LicensingA module license is required per system.

Agents require the Vision 80/20 Multimedia Contact Center Agent client add-on to be able to chat.

Vision 80/20 Contact Center Email

Customer AdvantagesThe Contact Center email module allows the system to queue email in a way similar to calls and chat. Agents can receive, answer and send email . Since email is integrated in Vision 80/20 Contact Center, agents do not need access to other types of mail readers. The entire task can be managed via the Agent client regardless of whether it is the agent client or Vision 80/20 Attendant Client.

Email features:

Email is forwarded by the customer’s mail server to the contact center server where it is queued as if it were a telephone call.

o Email remains on the Contact Center server for 30 days before being removed.



o Any attachments can be saved by the agent for archiving. Email is managed in a special email history log.

o The history remains on the server for 30 days, e-mails are deleted after that. The agent can open, answer and send email in an integrated mail reader. The agent can attach files to email. The agent can decide which sender address to use based on the addresses that are set on the

agent’s queues. In version 10, the system can send different automatic answers based on whether it is open or closed. Email can be placed on hold.

Email and statistics in Vision 80/20 Statistics

Email is shown in the contact center report as a separate media type. Statistics shows the number of email messages per unit of time, and the average waiting time. The detail view shows who sent the email, how long it was queued, and which agent managed it. Email can be mixed with other tasks, but should be managed in its own queues so as not to affect

level of service.

How does it work?Email is based on forwarding of email from the customer’s mail server to Vision 80/20 Contact Center server where the mail is queued. Answers and new mail from the agent is sent via the customer’s email server

Maximal message size to be handled by Vision 80/20 Contact center is 10 mb.

Licensing: An email does not require a channel license, but these take a place in the queue. It is therefore important to take into consideration when designing the queue sizes as well as to keep in mind how many tasks these queues can manage.

LicensingA module license is required per system.

Agents require the Vision 80/20 Multimedia Contact Center Agent client add-on to be able to use email.



Vision 80/20 Contact Center Time Booking

Customer AdvantagesScheduled callback allows the administrator to set a schedule for how many callbacks can be placed in a certain time slot. The idea is that the administrator should adapt the schedule according to the number of agents available at any given time. In this way, callers can receive a rough time estimate of when they can expect the call, which facilitates them in their planning.

How does it work?Scheduled callback requires the queue to be connected to a schedule-booking system. Scheduled callback can be selected manually when the activation requirements are fulfilled, such as when there are a certain number of calls in a queue, even when the queue is closed or full.

The caller can select the time s/he wishes to be called back.

Does not take up an active queue spot before the callback time occurs.

When it is time for the callback to take place, the call is placed in the queue with high priority, as you have essentially commited yourself to that particular period of time. Others who entered the queue afterward will have to wait.

These calls are compared with the schedule so that there will not be too many concurrent calls.

The number of agents serving the queue is set according to the number of expected bookings. Essentially, there should not be more booked calls than there are agents serving the queues. If two agents are serving two queues, it should not be permitted to book more than one time slot per queue since the number of agents is not enough to guarantee that the callback will take place within the allotted time.

Product RequiresVision 80/20 Contact Center Callback inbound

LicensingOne module license is required per system.

Agents require Vision 80/20 Contact Center Agent Client in order to accept booked tasks.

Vision 80/20 Contact Center Callback Inbound

Customer AdvantagesNormal callback can be offered to reduce the amount of time the caller must spend in the queue. The caller can request a callback to the number they’re calling from, or they can enter another number at which they wish to be reached.

The system reads aloud the number that will be called and places the call in the queue. When it is time for that call, the task is placed with an agent and the system calls the number supplied by the caller, and then connects the agent with the caller.

The call Back taks are clearly visible in the Vision 80/20 Statistics Contact Center report

As part of the callback client can use the so-called Callback lists, this gives an administrator the ability to schedule call-outs via a particular queue. In this way, the agents can work with outbound calls during quieter moments without having to use external lists. The calls are tagged usimng the caselogfile and can be presented in the Vision 80/20 Statistics. Tthe



outcomes of these calls can be easily monitored based on scheduled reports in the Vision 80/20 statistics.

How does it work?Callback is activated per queue due to specific reasons such as number in the queue, queue length, or when the queue is closed.

It is possible to keep the call in the same queue as the caller initially called on, or direct it to other queues, which might have a lower priority, for example, giving priority to those waiting in the queue.

Systemet will try to reach the caller in the following manners:

If the person does not answer the system will retry 4 times every 5 minutes. If the number is busy the system will retry 10 times with 5 minute intervals In the Java agent the user can specify if the call has been answered by email and requeue the

callback task

The intervals are setup by default, these can be changed but changes must be handled separately by experienced technicans

Callback lists

To use callback lists administrator imports a callback list into a particular queue using the IVR Pro User. Callback list consists of numbers, date and time and data to be displayed for the agent when handling the call, everything is comma delimited example of data: 1016,2013-12-04 10:00, "Testing a Campaign '073887899,2013-12-06 11:00, "Testing a Campaign '

The list is imported into a specific queue, the system creates Callback cases that shall be handled by the agent, the administrator can see the progress in the IVR Pro User. The agent receives these matters assigned as usual Callback cases, what can be shown in addition to the additional text as administrator sets import. For the best tracking system should take advantage of Vision 80/20 Statistics and associated log file, this agent can stamp cases with eg:

Handled



Forwarded

In this way, the administrator can easily take out the interesting calls and handle them separately if needed, this gives a very good follow-up for a particular campaign.

When new call is assigned to the agent the agent can see which queue the case came from and the info imported with ring list, this agent can use the info for firther handling of the case and choose to stamp it right through the case log when done.

The reason why one should use separate queues for call lists are simple, in this way, the agents decide when to handle things by logging on gender, the administrator can just take out the follow-up based on a specified queue without mixing data from different queues .

Special considerations

It is recomended that the system uses specific callback queues, this way the needed postprocessing time for these case can be handled separately from normal queues, also the results can be separated statistically.

The callback lists are managed on standad systems and not in High Avalailable Operator solutions.



LicensingOne module license is required per system or partition

Agents require Vision 80/20 Contact Center Agent Client in order to accept scheduled tasks.

Contact Center Agent Types

Vision 80/20 Voice Contact Center Agent Client – Java Client

Customer AdvantagesThe agent can work with or without the client application.

The agent who also has access to a computer with a web browser also has access to the Vision 80/20 Contact Center web-based agents’ tool (Desktop Agent). This allows the agent to serve queues that manage email, callbacks, scheduled callback tasks, and other tasks that might not be categorized as telephone calls. The agent logs in with their username and password, which can be saved in the user’s registry.

Queues and Agent StatusWhen the agent logs in, the available queues are shown. The agent can select which queues she wishes to connect to. Also shown is which agents are connected to which queues, and the agents’ status: available, busy, post processing, or on a break/pause. The interface additionally shows the various calls in the queue.

When a call is answered, the 10 most recent calls from that number are displayed in the Agent client, along with the person the caller spoke with.

There is also a call history for each agent for incoming and outgoing calls. If the agent needs to forward a call, this is done simply with a number and name. Telephone directories are split into three levels: common, per queue and per agent. The caller’s number is displayed, with both the company name and the person’s name, if this information is available in any of these three directories.



Attendant features in Vision 80/20 Voice Contact Center Agent client

The agent can act as an operator in the systems where there is both Vision 80/20 Contact Center and Vision 80/20 PAM. For more information, see: Vision 80/20 Agent Attendant

General

The system offers the most necessary features so that you can manage large numbers of incoming calls. Following are some of the more vital features included in the system:

Web-based agent interface that does not require installationo The agent can also run as an installed Vision 80/20 Attendant

Web-based administration Several languages: Swedish, Norwegian, Danish, Finnish, and English A number routing Skilled-based routing – distribution of calls based on feature or skill area Call routing: “Press 1, 2 or wait for someone to take your call” Queue management of calls Repetition of line information with position and remaining waiting time Management of three-party calls and conference calls Privacy Outbound call dialing feature Select calls in the queue Connect calls, place them on hold, and transfer them Call history from incoming numbers. (E.g., which agent the caller spoke to previously.) Telephone directory: common, per queue, and per agent



o This is only possible with Java Agent Statistics – agents, queues, realtime, etc. Customer evaluations – A portion of callers in a queue will be asked if they would like to participate in

an automatic customer evaluation. These calls are connected to an IVR feature after the agent has managed the call. The result of the customer evaluation is presented in the statistics.

Adjustable A number for outgoing calls:o Same number the agent has logged in fromo Always the same A numbero Selectable per queue. There is a dialog box for outgoing calls where the agent can select the

which queue’s number will be shown.

If an agent connects/transfers a call, the original calling number is shown to the destination.

Whisper, i.e., prerecorded greetings can be made by agents and connected to the various queues the agents are serving. These have several purposes:

Ergonomy – The agent and operators do not have to sit and repeat their greetings. Eliminates errors in the greetings – Agents and callers hear the same greeting message. Notifies which queue is called – This is of course visible in the client as well, but if the agent has left

work and is answering calls directly on his mobile, this notification can be helpful.

Phrases are recorded per queue by the agent in for example Vision 80/20 User.

How does it work?An agent client based on Java, which can be easily started in a web browser via a link from the Vision 80/20 Contact Center server.



Vision 80/20 Attendant client, which agent is based on, is an installed Windows client that is run as an application on the operator’s or agent’s PC. The Attendant client can not be used as Agent only application since it is part of the Vision 80/20 PAM system.

Calls are queued by the Vision 80/20 Contact Center server and dialed out to the agent’s specified extension. In order to more quickly manage calls, the agent usually uses an open line. In other words, the call remains connected to Vision 80/20 Contact Center server and is connected with the incoming caller as the agent presses “answer”.

LicensingOn license per simultaneously logged in agent is required, whether they use Contact Center Agent or Vision 80/20 Attendant as client.

Design ConsiderationsAgents require lines: Vision 80/20 Contact Center and IVR PRO Voice line license. The design of these should be as follows:

Type of user Agents not working as operators Agents working as operatorsNumber of Vision 80/20 Contact Center and IVR PRO Voice line licenses 2 6

Vision 80/20 Contact Center Agent Telephone Client

Customer AdvantagesAn agent who needs to be mobile can work without a PC-based interface.

All that’s needed is a telephone (aka Phone Agent). An agent without a client can of course only answer and manage calls. By using DTMF signaling, agents can make queries and route calls.

How does it work?The agent can log on and off via an IVR-based menu. Calls to the queues the agent are servicing are connected to the agent.

The administrator can setup the system so that the agent sees a specific calling number that is queue specific so they can see what queue the calls come from.

Whisper is supported.

LicensingOn license per simultaneous logged-in agent is required.


Type of user Telephone-based agentsNumber of Vision 80/20 Contact Center and IVR PRO Voice line licenses 2



Vision 80/20 Inactive Agent

Customer AdvantagesWith the Vision 80/20 Inactive Agent license, the customer can create and administrate more agents than can be simultaneously logged in. In this way, they can have more profiles set up than there are active agents in the system.

The advantage is that agents can have their personal profiles that can be managed via statistics even if they do not work full time. This is perfect for substitutes.

How does it work?The administrator enters agents into the system, whether they are active or inactive. These accounts are available for calls and statistics, and are presented in Vision 80/20 Statistics.

LicensingOne license per registered agent is required.

Vision 80/20 Contact Center Agents options

Vision 80/20 Contact Center Agent API

Customer AdvantagesVia the Vision 80/20 Contact Center API, the customer can integrate Contact Center agent with other systems such as text CRM systems.

How does it work?When the agent answers a call, they enter the call information via a TCP-based connection. The customer can write or order a tool which can start pop-ups or applications based on the data from Agent client.

This API was previously known as CCbridge-Link. For further information, please contact Enghouse Interactive.

LicensingOne license per active agent is required.

Vision 80/20 Recording for Contact Center Agent

Customer AdvantagesRecording of calls can be used, for example, for acknowledgements, and training and evaluation opportunities.

Recording can be set up so that all calls are recorded, or by the request of an agent. The advantage of recording all calls is that the entire call is recorded. When a call is recorded at the request of an agent, it is only



saved from the point the agent begins recording.

How does it work?Recorded calls are placed either in the user’s voicemail box, or alternatively in a common file system where messages are saved in the format <number><agentid><time>, and can then be accessed as needed.

To record the agents extension specified by administrator must have a voicemailbox created, one box per agent is needed.

LicensingOnce license per active agent is required

Voicemailbox is included in the license

Vision 80/20 Multimedia Contact Center Agent Client

Customer AdvantagesVision 80/20 Contact Center can be extended to handle mail and chat. These help to create a real multi-channel customer service that is prepared to work with media other that only telephone calls and callbacks.

Agents who are to work with email and chat need the Vision 80/20 Multimedia Contact Center Agent client add-on.

This add-on makes it possible to manage chat in both Vision 80/20 Contact Center Agent and Vision 80/20 Attendant client, which builds on Contact Center queues.

Incoming tasks are clearly indicated based on type, whether they are telephone calls, emails or chat sessions.

The following is displayed in the Contact Center Agent client:



Vision 80/20 Attendant client looks as follows:



Regardles of which client is used, both chat and email management is built into the client. It is easy to switch between chat sessions and other tasks via tabs and short-cuts.

Both chat and email conversations are available via the history log in the client.

How does it work?For more details, see:

Vision 80/20 Contact Center email or Vision 80/20 Contact Center Chat


Vision 80/20 Agent Attendant

Customer Advantages

Attendant features in the Vision 80/20 Voice Contact Center Agent client

In the Vision 80/20 Contact Center system that is integrated with Vision 80/20 PAM Main system, the agent can work as an operator. To do this, the agent can work with both Vision 80/20 Voice Contact Center Agent client and the installed Vision 80/20 Attendant client.

The agent can:

Search in the Vision 80/20 PAM database Set up and see diversions

o The agent client cannot divert more than one person at a time



Answer and connect calls Announce calls to persons within the organization Receive callbacks See information about people routed to the operator queue Make clearer reasons about why a person was routed to the operator queue

The goal of this add-on is to provide agents with a tool that allows them to work as an operator in smaller system, or relieve the operators during peak load times.

Agents who are to work as operators in larger systems with several people are recommended to run Vision 80/20 Attendant clients.

Agent features in Vision 80/20 Attendant

In versions 10 and 3.0, Vision 80/20 Attendant is able to behave as a Contact Center agent. This allows agents to work as advanced operators while working with more typical Contact Centern features, such as mail, chat, and callbacks.

In addition to Contact Center features, you can read more about Operator features of Vision 80/20 Attendant cllient in Vision 80/20 Attendant.

When operators and agents work in the same environment, they can easily assist one another. It is important to take into consideration the suitability of the client, in order that you get the best software for your needs.

For smaller organizations with more mobile operators, Vision 80/20 Voice Contact Center Agent client works well. The same goes for systems that primarily work as agents. For larger organizations, however, where working as operators is more common, Vision 80/20 Attendant client is recommended.

How does it work?In a manner similar to Contact Center, calls are terminated by the Vision 80/20 Contact Center and IVR PRO Server. The difference is that in addition to spoken presence and recording voicemail, the server is used to queue calls for the operator. These calls will normally be connected over to the exchange’s queue. In this case, these calls are diverted to a queue in the Contact Center queue that the operators are serving.

The operator receives information about a sought person. They can connect the call to other numbers, receive



callbacks, etc., while the Vision 80/20 Contact Center and IVR PRO Server keeps track of those calls the operator manages.



Type of user Agents who work as operatorsNumber of Vision 80/20 Contact Center and IVR PRO Voice line licenses 6

Auto Attendant

Auto Attendant Line License

Customer AdvantagesVision 80/20 Auto Attendant is a voice controlled operator that automatically performs the most common operator functionalities. For example, it can transfer calls to a person or function, as well as create diversions and play messages. The base package for Vision 80/20 includes the following components:

Voice-controlled transfer of calls Voice-controlled call management and diversion Ability to import directories from Vision 80/20 and other call management systems

Improved service. Your clients, suppliers and partners receive consistent, professional treatment when they call, and your company and its employees save the time and money which would otherwise be spent answering and directing calls. With Vision 80/20 Auto Attendant, you are always available, all calls are answered, answer times are reduced, and more calls can be managed, all resulting in a considerable cost savings.

The Vision 80/20 system is user friendly and boasts the best available speech recognition functionality. Additionally, there are a number of useful add-ons and complements to Vision 80/20, simplifying the task of answering the phone for operators and employees alike. Your investment usually pays for itself within 3-12 months.

Reduce the number of calls to the operator. Usually, calls to operators are reduced by 20%-50% for medium and large companies. For small companies, an automatic operator can be an alternative to a permanent switchboard operator.

The voice controlled operator can connect calls to people, departments or a combination of both. The system can also manage enquiries where people have the same name.

So outsiders do not gain access to internal information, you must log into the system. Simply use your extension as ID and enter your PIN code (the same one you use for voicemail and User Web). If you call from a “known” number, such as your mobile, you are logged in automatically. If you do not log in, you will only have access to the voice-controlled operator service.

With voice-controlled referral, you do not need to remember numerous referral codes. Instead, you can call



Vision 80/20 Auto Attendant and say, for example, “Lunch until a quarter to two” or “on vacation until the 14th of July.”

Easy Administration. By using a text-to-speech function for user and organization names, no phrases need to be recorded. If, however, there is a name that is not spelled like it sounds, that can be replaced with a prerecorded phrase. Vision 80/20 Auto Attendant typically imports user data directly from the call management system so that no duplicate registration is necessary.

Examples of spoken commands. Many still believe that voice recognition services require saying individual words and answering questions that are read in sequence. But Vision 80/20 Auto Attendant allows you to speak almost as you would normally.

"Hi, can you divert my telephone? I’m going to a meeting. Back tomorrow at 9:30.”

"Transfer me to Peter Andersson at support on his mobile, please."

"Read my diversion message."

”Who has the number 9949?”

The advantages of Vision 80/20 Auto Attendant are many.

Natural dialog – no menus. Speak naturally, or be quick and concise. Extremely high success rate: higher than 95%. One single telephone number for all functions. Diversions/referrals are validated by the system before they are registered. Manages duplicate names. Differentiates using organizational affilitation. Only telephone interface with the exchange – digital or IP. Established voice interpretor: Nuance. Fully digital – fast and accurate. Scalable – fits everyone’s needs. No separate hardware. Support for several languages.(Swedish, Norwegian, English and Danish) Fully integrated with Vision 80/20.

How does it work?Vision 80/20 Auto Attendant is installed on a Windows server that is connected to the exchange with QSIG or SIP. Note that the system must be designed with two line carriers for each Auto Attendant line license since connections are made with new calls and not requests.

The dialog is constructed with prerecorded phrases and text-to-speech is used primarily for names and other dynamic information. The system is self-learning, which means, among other things, that there is a feature that remembers users’ previous choices and offers connections to these if the situation requires.

Auto Attendant 4.1 uses the latest version of Nuance (v10) as its speech recognition and text-to-speech motor. The interpreter is superior to previous versions; it is self-learning and its recognition improves with each call it manages.

Other

For other technical prerequisites, see the document: Vision 80/20 Server and Connection requirements.

Product requiresAuto Attendant requires an ASR as well as a TTS license per line. These are included in the price.

Telephony requires either SIP licenses or digital line cards.



Vision 80/20 Auto Attendant SIP Channel license (SIP) or Voice card ISDN/QSIG Auto Attendant 30, 60, 120, 240 or 480. (QSIG)

LicensingVision 80/20 Auto Attendant is licensed per port

Product works together with:Vision 80/20 Auto Attendant can be connected to most PBXs and works with Vision 80/20 PAM or Aastra CMG as a call management system.

Auto Attendant Additonal Language

Customer AdvantagesWith additional languages, you can have Auto Attendant greet callers in Swedish, Norwegian, Danish or English. This way the Auto Attendant can have different numbers for different languages or the caller an switch langiage by for example saying “English”.

How does it work?Additional languages are treated as an add-on to the installed base package. By adding new licenses, you can answer incoming calls in more languages.

LicensingVision 80/20 Auto Attendant additional language is licensed per port, and correspond to the number of Vision 80/20 Auto Attendant ports.

Product requiresAdditional language requires add-on for ASR and TTS per language. These are included in the license.

Product works together with:Vision 80/20 Auto Attendant.

Auto Attendant Contact Integration

Customer AdvantagesBy creating the personal directory from the voice control applications, users have access to their entire contact network and planning directly from their phones.

By saying "Personal Directory" the user can make calls to contacts in their email client. Commands like "on the cell phone," etc., can also be added.

How does it work?The system can be installed with different designs where Contact Integration can be installed on the same server, or on the same server as Auto Attendant.

Other


LicensingThe application is licensed per groupware system from which the contacts are synchronized.



The number of simultaneously served calls is limited by the number of concurrent calls Auto Attendant can manage.

Product works together with:Contact Integration is an add-on to Vision 80/20 Auto Attendant.

Voice-Controlled Menus

Customer AdvantagesVision 80/20 Dialog Editor allows the administrative user to create, on the client level, telephony applications with call flows. These can use TTS or prerecorded prompts, and are controlled by voice or DTMF (touch tone). The application is created and configured through a web interface.

With the voice-controlled Dialog editor it is possibile to build flat call trees with far more choices than in a corresponding tree for menu options using DTMF.

An example of a voice-controlled dialog: ”Say the name of the country or area to which you wish to travel”. The system can then connect the call to the service best able to manage the issue.

Example of an IVR dialog: ”Enter the continent to which you wish to travel. For North America, press 1. For Europe, press 2.” And if North America was selected: “Enter the country to which you wish to travel: “For Canada, press 1. For the United States, press 2. For Mexico, press 3.”

Calls can be distributed into 3 different trees depending on the time, calling number, voice and DTMF selections.

Voice control reduces the need for very complex IVR trees where calls would need to be distributed across many subfunctions and departments.

Calls can be distributed to a number of different places within the tree, such as other telephone numbers, transfers to other applications, voicemail, the reading of RSS feeds, connections to call lists, etc. It is even possible to integrate external systems by using various plug-ins, which can make database connections, use web services, etc., to integrate voice control with the organization’s existing IT environment.

When setting up the voice-control tree, you specify for each node which word or combination of words will connect the call to that node.

How does it work?The dialogues are constructed in a web interface. Either text-to-speech or audio files can be used to read the dialogues. You can record audio files directly in the web interface over the phone, or use prerecorded files. The combination of words to control the tree—the grammar—is written directly in the interface. There are also finished grammars for things like phone numbers, PIN codes and time stamps. It is also possible to generate grammars dynamically using plug-ins if, for example, the words are obtained from an external source.

For voice recognition, Nuance voice recognition software (1/simultaneous calls) is used. SIP licenses or QSIG line cards are used to carry voice between the exchange and the dialog editor.

Plug-ins can be written by customers or Visionutveckling. The software is developed in Java or C via a simple API.

Other


Supported languges are Swedish, Norwegian, Danish or English.

Product works together with:



Vision 80/20 Voice Controlled menus can be installed independently as well as along with Auto Attendant.

Product requiresVision 80/20 Voice Controlled menus uses an ASR as well as a TTS license per line.

Telephony requires either SIP licenses or digital line cards:

Vision 80/20 Auto Attendant SIP Channel license (SIP) or Voice card ISDN/QSIG Auto Attendant 30, 60, 120, 240 or 480. (QSIG)

LicensingDialog editor is licensed per simultaneously managed call. Languages is expanded with Voice-Controlled Menus Additional Language.

Voice-Controlled Menus Additonal Language

Customer AdvantagesWith Additional Languages, customer dialogs can be made available in Swedish, Norwegian, Danish or English.

How does it work?Additional languages are treated as an add-on to the installed base package. By adding new licenses, you can answer incoming calls in more languages. This works in the same manner as Auto Attendant.

LicensingVoice Controlled Menus additional language is licensed per port and corresponds to the number of Vision 80/20 Voice Controlled Menus ports.

Product requiresAdditional language requires add-on for ASR and TTS per language. These are included in the license.

Product works together with:Vision 80/20 Voice Controlled Menus

Appendix A.

Operator Features (Agent operator)

Day and night connection Answer calls Disconnect Dial calls/Extension Connect calls Switch Interrupt Touch tone (DTMF)



Place call on hold Connect to voicemail Record call (option) Auto answer Auto relay Privacy Conference

o Not HA 3-Party

Appendix BVision impairment adaption on Comport. (Only for Attendant Client with Connect MX-One)Protocol

ER error messageFormat: ER:title;error message,\rExample: ER:Error message;End time cannot be earlier than Start time.,\rComment: Confirmed with Enter.

WR warning messageFormat: WR:title;warning message,\rExample: WR:Warning;The text is too long and will be truncated.,\rComment: Confirmed with Enter.

CF confirmation messageFormat: CF:title;message,\rExample: CF:Confirm truncation of text; Text is too long and will be truncated.,\rComment: Confirmed with Enter eller Esc.

FL flashingFormat: FL:extension;name;return time,\rExample: FL:1234;Bertilsson Adam;thu 02 mars 09:00,\r

DB db searchFormat: DB:col1;col2 ... ,\rExample: DB:02Mar;Bertilsson Adam;1234;Market Market,\r

HV hänvisningFormat: HV:col1;col2 ... ,\rExample: HV:Available;28 feb 14:00;02 mar 09:00; /Schedule,\r

MD messageFormat: MD:col1;col2 ... ,\rExample: MD:02 feb 98 15:17;Call Holger immediately,\r

ST search resultsFormat: ST:number search results,\r



Example: ST:7,\r

KA card catalog searchFormat: KA:card catalog drawer;search text,\rExample: KA:Restaurants;vern,\r

KL card listFormat: KL:card name;text,\rExample: KL:Sausage;Nisse’s grill,\r

KO card textFormat: KO:card text,\rExample: KO:Nisse’s grill has tasty sausages.,\r

RE clear screenFormat: RE:,\r

SF search fieldFormat: SF:field1;field2 ... ,\rExample: SF:svensson;;;;;,\r

NL number listFormat: NL:description;number,\rExample: NL:Home number;08-123456,\r

IN informationFormat: IN:description;text,\rExample: IN:Home address;Storgatan 2,\r

CW calls waitingFormat: CW:queue counter,\rExample: CW:2,\r

TS operator statusFormat: TS:line;call type;status;talk;extension1;extension2,\rExample: Answered call: TS:0;INT;CON;On;3059;,\r Hang-up: TS:0;INT;UND;UND;Off;;,\r

OS OPIstatusFormat: OS:duty;alarm;muteExample: OS:

Description:Line:0 A-party1 B-party

Call Type:UND UndefinedEXT ExternalINT InternalNET Network



RET ReturnedPRK ParkedMON Monitored

Status:UND LineUndefinedCON ConnectedDIS DisconnectedRNG RingingBUS BusyHNG HangupRED RedirectedPEN PendingDIV DivertedUOB UnobtainableDBR DiallingBarredCNG CongestedDIA DiallingFRE FreeABS AbsentUNK UnknownOFF OfferingCLW CallWaitingCMP CamponWAI WaitRS3 Reserved3RS4 Reserved4

Talk:Off No speech contactOn Speech contact

Extension1/Extension2:First and second row’s telephone number respectively

NA new activity dialog openedFormat: NA:code;fromdate;todate;message;icpextension;divert;keepactive,\rExample: NA:Lunch;20040715 1130;20040715 1230;At Nisse’s grill;;on;off,\rDescription:Code Code (Lunch, Customer visit, etc.)fromdate From date/time (YYYYMMDD HHMM)todate To date/time (YYYYMMDD HHMM)message Additional informationicpextension Forwarding numberdivert Forwarding (on/off)keepactive Return automatically (on/off)NA[n] new activity From-up to and including NOW 6.00.0109Format: NAn:text,\rExample: NA1:Lunch,\rDescription:n1 Code (Lunch, Customer visit, etc.)2 From date/time (YYYYMMDD HHMM)



3 To date/time (YYYYMMDD HHMM)4 Additional information5 Forwarding toNM new message From-up to and including NOW 6.00.0109Format: NM:system;message,\rExample: NM:Lunch;20040715 1130;20040715 1230;At Nisse’s grill;;on;off,\rDescription:Code Code (Lunch, Customer visit, etc.)fromdate From date/time (YYYYMMDD HHMM)todate To date/time (YYYYMMDD HHMM)message Additional informationicpextension Forwarding numberdivert Forwarding (on/off)

Appendix C API – Contakt Enghouse Interactive

Connector API

Customer AdvantagesVision 80/20 uses open public interface to communicate between the different modules. If customers wish to integrate the Vision 80/20 with their own applications, such as a flextime system or their own tools on their intranet, they can do this with the Replikera API.

From here, you can connect any application you wish.

How does it work?There are a few different ways to integrate with Vision 80/20.

Also available is an API (Connector) that enables integration with Vision 80/20. The protocol is TCP/IP based and relies on a number of high-speed connections to Vision 80/20 Connector. It is not necessary to maintain a connection throughout the session, but you can make one query per connection hundred times, or run a hundred queries over the same connection. Everything takes place within the same session.

Other

For further information, please contact Enghouse Interactive.

LicensingReplikera API is licensed according to Vision 80/20 PAM Active user.


Appendix D – Contact Center A number presentation



possibilitiesThis Appendix shows the supported possibilities of A-number presentation configuration for calls in the Conetact Center platform.

Call case A-number shown on

Destinationnumber

Agent without GUI Agent Attendant Java Agent Attendant Windows

Open line: Agent opens line manually

Agent phone

Not supported

N/A Per queue: Classic setting (system

setting per CCB cutomer grupp / company)

Per queue: Classic setting (system


Open line: Auto-open line on incoming call

Agent phone

Not supported

Per queue: Classic setting (system setting

per CCB cutomer grupp / company)

Incoming Caller ID Specific number (Supports

prefix in combination with Incoming Caller ID such as 4711<ANR> = 471108123456)









No Open Line: Call to Agent on incoming call

Agent phone

Not supported

Per queue: Classic setting (system setting












Agent: outgoing call (Direct call)

Called phone

Not supported

N/A Per Agent: Classic setting (system


Number used by Agent during login

Specific number (per Agent)

The extension number of the Agent

Muliple choice (based on Queue defined number presentation)

Per Agent: Classic setting (system




(Legacy) AGENT_DISPLAY number in 80/20

Agent: Blind transfer from agent

Called phone

Not supported

Per Agent: Classic setting (system setting








Incoming Caller ID Main number (Start Node) Number presentation

defined on Queue

Per Agent Classic setting (system




Incoming Caller ID Main number (Start Node) (Legacy) AGENT_DISPLAY

number in 80/20



Agent: Consultative transfer from Agent

Called phone

Not supported

Per Agent: Classic setting (system setting







Specific number (per Agent)Incoming Caller ID

Main number (Start Node) Number presentation

defined on Queue


setting per CCB cutomer grupp / company) Number used by Agent during login


Incoming Caller ID Main number (Start Node) (Legacy) AGENT_DISPLAY

number in 80/20

Agent: Callback to Agent

Called phone

Not supported

Classic setting (system setting per CCB cutomer grupp / company)




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