july 2005 enterprise contact center solution officeserv acd 2.0 officeserv development (internet...

July 2005

Enterprise Contact Center Solution

OfficeServ ACD 2.0OfficeServ ACD 2.0

OfficeServ Development (Internet Infra)

Samsung electronics Co., Ltd.

© SAMSUNG Electronics Co., Ltd. 2

Overview

Configuration

Product Description

Features

System Requitements

ContentsContents

Release Schedule

OverviewOverview


OverviewOverview

OfficeServ ACD is Windows-based contact center solution tha

t inter-works with OfficeServ. Universal Queue is applied to Co

ntact Center for customers in order to integrate or distribute a

variety of channels (e.g. PSTN, VoIP, e-mail, and outbound) an

d to enhance productivity and customer satisfaction.

OfficeServ ACD is Windows-based contact center solution tha

t inter-works with OfficeServ. Universal Queue is applied to Co

ntact Center for customers in order to integrate or distribute a

variety of channels (e.g. PSTN, VoIP, e-mail, and outbound) an

d to enhance productivity and customer satisfaction.

▪ OfficeServ ACD supports OfficeServ 500, OfficeServ 7200, and OfficeServ 7400.

▪ For small-sized contact centers that support about 100 agents.


ConfigurationConfiguration


Module ConfigurationModule Configuration

OfficeServ ACD is configured with the following modules:

OfficeServ ACD I-Server (Intelligent Server)

OfficeServ ACD IVR – SBuilder (Scenario Builder) OfficeServ ACD IVR – PRecorder (Prompt Recorder) OfficeServ ACD IVR – MPlayer (Media Player) OfficeServ ACD IVR – IDialer (IODS Dialer) : ACD 2.5

OfficeServ ACD Agent OfficeServ ACD Agent – CMT (Call Management Tool)

OfficeServ ACD Wallboard OfficeServ ACD Supervisor

OfficeServ ACD Conductor OfficeServ ACD Analyst OfficeServ ACD Cmanager (Campaign Manager) : ACD 2.5

OfficeServ ACD IVR


System ConfigurationSystem Configuration

OS 500 / OS 7200- Trunk Port- G/W Port (Virtual Port)- ACD Port (Virtual Port/ AA Port)- Agent Port- IVR / VMS Port

OS ACD Server- SQL Server- OS Linker- ACD I-Server- Web Server(IIS)- IVR (Dialogic Board)

OS ACD Supervisor- Conductor- Analyst- Wallboard

OS ACD Agent- Softphone- Agent CMT

OS ACD Agent- Digital Phone- Agent CMT

OS ACD Agent- IP Phone- Agent CMT

Network

DLI/SLI


Package ConfigurationPackage Configuration

OfficeServ ACD I-Server(CTI Server)

OfficeServ ACD IVR

Voice Line

Data

OfficeServ

OfficeServ ACD Agent

OfficeServ ACD Wallboard

OfficeServ ACD Supervisor

ICD Queue

VIP

FIFO

DBMS

SQL Server

Group

Agent

CMT

Conductor

Analyst

Cmanager

CTI Link

IVR Link AGT Link

Agent

Admin

W/BACD Link

Scenario Builder

Prompt Recorder

Media Player

IODS Dialer

IVR

IODS

WCS Link

E-Mail

Version2.5

Version2.0

OS 500 /7200/100

7400

3rd Party CIM I/F

ACT

Goldmine

Lotus Notes

MS-Outlook

OfficeServLink


Group & Port ConfigurationGroup & Port Configuration

Server Group

Division 1

Primary Group 1 Primary Group 2

Group 1(Queue)

Group 2(Queue)

Group 3(Queue)

Group 4(Queue)

Division 2

Primary Group 1 Primary Group 2

Group 1(Queue)

Group 2(Queue)

Group 3(Queue)

Group 4(Queue)

Agent 1 Agent 3

Agent 2 Agent 4

Agent 5

Agent 6

Agent 7

Agent 8

Agent 9

Agent10Team 1

Team2 Team3

Trunk Port

<Port 7001>DNIS CLI IVR

<Port 7002>DNIS CLI

<Port 7003>DNIS IVR

<Port 7004>CLI DNIS IVR

<Port 7005>CLI DNIS

<Port 7006>CLI IVR

G/W Port (Virtual)

ACD Port (Virtual or AA)(Queuing Port)

IVR Port (S : Service Code or DTMF)

S1 S2 S3 S4 S5 S6

Structure• Port• Group• Team• Agent

VMS Port(Queuing Message)


Product DescriptionProduct Description



OfficeServ I-Server is integrated inbound/outbound CTI middleware. This OfficeServ I-Server connects calls made to Contact Center to an appropriate agent very fast using a variety of routing techniques including skill-based routing to provide best customer satisfaction.

OfficeServ ACD Agent CMT (Call Management Toolbar)

OfficeServ ACD Agent CMT allows the agent to control (answer, hold, or transfer) calls and display simple Screen Pop data in the screen, and to monitor calls connected to Contact Center and groups and their status in real-time. Thus, this module enables faster and more convenient responses to customers.


OfficeServ ACD I-Server




OfficeServ ACD Wallboard displays the current status of calls and

agents in Contact Center and important statistical and status data

in various formats in real-time so that the manager can find out and

address problems for proper operation of Contact Center.

OfficeServ ACD Supervisor performs management at any time and place by providing Web-based management and monitoring windows.

OfficeServ ACD ConductorOfficeServ ACD Conductor sets up and manages all configurations of OfficeServ ACD.

This module also monitors connected calls and agents in each group in real-time for more efficient operation of Contact Center.

OfficeServ ACD Wallboard

OfficeServ ACD Supervisor



OfficeServ ACD Analyst

OfficeServ ACD Analyst creates various statistical reports of each group/

service/agent/campaign in real-time to support efficient operation of

Contact Center.

OfficeServ ACD Analyst can display and report statistical data in real-time using log data created in OfficeServ ACD, and can convert statistical data to Microsoft Excel format to enable editing the data in any format.

OfficeServ ACD Cmanager (Campaign Manager)

OfficeServ ACD Cmanager allows you to make various dialing strategies for campaign in OfficeServ ACD, and performs monitoring.

OfficeServ ACD IVR provides proper and reliable services for calls connected to Contact Center in accordance with the flow setting and announcements, and can transfer calls to the agent by inter-working with ACD I-Server.

OfficeServ ACD IVR



OfficeServ ACD IVR-Sbuilder (Scenario Builder)OfficeServ ACD provides a scenario builder that allows you to easily create various scenarios by drag-drop operation using components.

OfficeServ ACD IVR-Precorder (Prompt Recorder)

OfficeServ ACD provides a prompt recorder that allows you to record announcements used in IVR.

OfficeServ ACD IVR-Mplayer (Media Player)OfficeServ ACD IVR-Mplayer allows you to search or play back a file, which has been recorded by the agent using a file for recording or the urgent recording function, using Media Player.

OfficeServ ACD IVR-Idialer (IODS Dialer)

OfficeServ ACD IVR-Idialer enables dialing using IODS Dialer if the manager wants progressive dialing.


FeaturesFeatures


FeaturesFeatures

Contact Center solution optimized for the OfficeServ system Supports small-sized contact center sites that have about 100 agents Enables integration or separation of a server (Integrates or distributes IVR, I-Server, and DB to a single server) Performs various routing / distribution functions VIP / Regular (FIFO) / Agent Skill / Customer Grade / Service Code / ANI / DNIS / Routing of Day, Date, Time zone / Multi-Group Wallboard support Web-based monitoring/statistics Performs agent blending and call overflow Supports Call Management Tool (CMT) that allows the agent to perform call control or to enable Screen Pop in the desktop Provides a scenario builder that allows you to create a variety of IVR flows easily and conveniently


FeaturesFeatures ACD Server (I-Server)

• Integration or distribution to one server Integrates or distributes IVR, I-Server, and DB to a single server

• Various Routing CLI / DNIS / IVR and skill based routing Longest idle agent, multi-group, routing of day/date/time zone Default group setting

• Agent blending / call overflow• Holding tone during call waiting

ACD Agent (CMT)• Displays various Screen Pop information• Performs functions for calls and data control in a single window• Check the other agents in real-time, and performs OneStep dialing using the Favorite List bar (similar to Speed Dial)• Allows the agent to check call data and waiting calls from the service group in real-time using the agent wallboard• Displays messages sent by the manager


FeaturesFeatures ACD Wallboard

• Monitoring for Server, Groups and Agents• Sets alarm parameters in different colors• Sets or displays refresh time automatically• Changes field locations, and display types• Integrates multi-group, and displays information• Changes real-time display items

ACD Supervisor

• Applies configurations in real-time• Monitors calls and agents in real-time• Performs call overflow and agent blending• Provides various types of statistical data• Selects and reports a field• Exports to Microsoft Excel data to edit it in customized format• Makes a variety of strategies for efficient dialing


System RequirementsSystem Requirements

Hardware Requirements < Server > base of 20 agents and 5000 inbound call per a day

• CPU: Intel Pentium 4 2.0 G or higher• Memory: Minimum 1GB • Hard Disk Drive : Minimum 20 GB• Dialogic Voice Card (For IVR Application) : D/41EPCI, D/41JCT-LS, D/120JCT-LS (PCI slot type)

< Client >• CPU: Intel Pentium 1.0 G or higher• Memory: Minimum 128 MB• Hard Disk Driver: Minimum 5 GB

Software Requirements < Server >

• Operating System: Windows 2000 Server or Windows 2003 Server• DBMS: SQL Server

< Client >• Operating System: Windows 2000 Professional, XP Home or higher

< System >• MP Version : V2.46


Release ScheduleRelease Schedule

Schedule

Remark

Version 2.0 Version 2.5 Version 3.0

• Inbound function• IVR I/F (dialogic)• Client (CMT/CIM)• Wallboard• Supervisor (Conductor /Analyst)

• Outbound Integration• In/Outbound Blending• CIM Solution I/F MS-Outlook/ACT/ Goldmine/Lotus Notes• OfficeServ 7400 I/F• E-mail Support

•IP-IVR/IP-Recorder Support• Web Call Service• IPv6 Support

July 2005 February 2006 October 2006

TargetInbound Based Contact Center

Solution

Integrated IP Based Solution

(IP-IVR/IP-Recorder)

Platform(Server/Switch/ DBMS)

• OS: Win2000, 2003• DBMS: MS-SQL• Switch: OS 500 / 7200

Integrated Outbound Contact Center

Solution

• OS: Win 2000, 2003, XP Professional• DBMS: MS-SQL, MSDE• Switch: OS 500/ 7200 / 7400

• OS: Win 2000, 2003, XP Professional• DBMS:MS-SQL, MSDE• Switch: OS 500/ 7200 / 7400

Thank you!Thank you!

july 2005 enterprise contact center solution officeserv acd 2.0 officeserv development (internet...

Documents

officeserv acd ivr slide

overview officeserv

queue agent

queue group

product description

primary group

samsung electronics

aa queuing port ivr