multichannel ip contact center - adportas · multichannel ip contact center index. 1.- ... adportas...

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© Adportas 2017, all rights reserved. v.1.0.1 - modification date 14/02/2018 - Cisco is a registered trademark of Cisco Systems, Inc.

Multichannel IP Contact Center

Index.

1.- Introduction ................................................................................................................................................................................................................... 02

2.- Adportas CCKall architecture .................................................................................................................................................................................... 02

3.- General description ....................................................................................................................................................................................................... 03

4.- Description of functionalities by module ................................................................................................................................................................ 04 4.1 Inbound module. 4.1.1 Adportas CCKall IVR Manager. 4.1.2 Adportas CCKall ACD Manager. 4.1.3 Adportas CCKall Phone Manager. 4.2 Service Quality module. 4.2.1 Adportas RecKall. 4.2.2 Adportas CCKall Quality Manager. 4.3 Outbound module. 4.3.1 Adportas CCKall Outbound Manager. 4.4 Social Media module. 4.4.1 Adportas CCKall Chat Manager. 4.4.2 Adportas CCKall E-mail Manager. 4.4.3 Adportas CCKall Social Media Manager.

5.- High availability architecture ...................................................................................................................................................................................... 12

Requirements ....................................................................................................................................................................................................................... 13

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1. Introduction.

Adportas CCKall is a multichannel IP contact center solution designed to improve performance of contact groups (agents) by using different modules that optimize your company’s customer assistance over phone, e-mail, chat or social media.The Adportas CCKall modules can be implemented either individually or as an entire pack.

These Adportas CCKall modules are grouped in the following manner:

Inbound moduleAdportas CCKall IVR Manager - Automatic call answering.Adportas CCKall ACD Manager - Automatic multichannel distributor of assistance tasks.Adportas CCKall Phone Manager - Digital console for telephone assistance.

Service Quality moduleAdportas RecKall - Screen and voice recording system.Adportas CCKall Quality Manager - Multichannel service quality manager.

Outbound moduleAdportas CCKall Outbound Manager - Automatic campaign dialer.

Social Media moduleAdportas CCKall Chat Manager - Chat administrator.Adportas CCKall E-mail Manager - E-mail manager.Adportas CCKall Social Media Manager - Social media manager.

2. Adportas CCKall architecture.

WEB SERVER

ADPORTAS CCKALL

Adportas CCKallIVR Manager

Adportas CCKallE-mail Manager

Adportas CCKallACD Manager

Adportas CCKallChat Manager

Adportas CCKallOutbound Manager

AdportasRecKall

Adportas CCKallPhone Manager

Adportas CCKallQuality Manager

Adportas CCKallSocial Media

Manager

CRM or Client database

SupervisorCUCM

Skinny

Agents

CTI(Computer Telephony

Integration)

CCKall web interface

tcp/ip

tcp/ip FTP/CDR

Sip Trunkwww www

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3. General description.Adportas CCKall provides tools for multichannel work. It is comprised of two interfaces: supervisor and agent.

Login.Sessions are initiated individually. Both profiles (agent and supervisor) share the same access point and are then redirected to their respective interfaces where they are displayed as “available” users to begin tasks.

Supervisor interface. Work from both assistance groups and individual agents is administered from this end. The supervisor can assign tasks, messages, restrict actions and mediate between agents and customers, and among agent groups.

Main menu - transversal. Complete Adportas CCKall channel information on display.

* Supervisor initial screen

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Agent interface. The agent interface allows receiving and sorting out tasks on a personal level, working in groups, communicating with clients, other agents and with the designated supervisor, working in parallel on different channels.

Agent status, status change and logout.

KPIs view.

Pending tasks per channel.

Contacts: agents, groups, supervisors and clients.

Contextual work according to module/channel selected.

Action or channel selection.6

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4. Functionalities description, by module.

4.1 Inbound module.

4.1.1 Adportas CCKall IVR Manager.Adportas CCKall IVR Manager is an automated response system for incoming phone calls capable of reproducing prerecordedvoice messages that interact with the caller.

Adportas CCKall IVR Manager allows creating automated telephone assistance trees using DTMF tones, optimizing telephoneassistance resources, enter complementary data information for client management (user ID input, etc.), number rerouting,validation of data entered, creation of menu and submenu, including expansion and modification flexibility if required.

Adportas CCKall IVR Manager statistics - Adportas CCKall supervisor screen:

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4.1.2 Adportas CCKall ACD Manager.Adportas CCKall ACD Manager is a routing solution that manages the automatic distribution of phone calls, e-mails, chats and social media posts between agents of an Adportas CCKall-controlled contact center.

Over load balance algorithms and routing by skills, Adportas CCKall ACD Manager is able to pick the ideal agent for phone, e-mail, chat or social media assistance, providing the entire navigation capacity and versatility of the agent interface for personalized and efficient customer service.

Pending assistance display on agent web interface:

Cued calls display on supervisor web interface:

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4.1.3 Adportas CCKall Phone Manager.Adportas CCKall Phone Manager is a telephone reception console designed to respond to incoming calls received by agents or assistance groups registered within the Adportas CCKall contact center solution.This module installs directly in the PCs of agents and supervisors and offers all the necessary tools for an efficient performance and fast, prompt and personalized routing of incoming calls.

Agent web interface:

4.2 Service Quality module.

4.2.1 Adportas RecKall.Adportas RecKall is a voice and screen recording system capable of registering both incoming and outgoing calls, internal or public network, permanently or on-demand.

Using an application installed in each agent’s PC, Adportas RecKall records screen activity during the agent’s assistance, joining both video and audio files generated and allowing its reproduction from either the agent or supervisor web interface.

Adportas RecKall can be configured to record in one of three modes:

Active Recording: Active voice recording over SIP trunk connection with Cisco CUCM and BIB (Built-In Bridge) with IP phones, centralizing administration and reducing hardware investment per branch office.

Passive Recording: Passive voice recording over SPAN, capturing network traffic and replicating audio RTPs from system-registered phones over the network port configured in the switch toward the Adportas RecKall server.

Active Recording Skype for Business: Active voice recording of the Microsoft Skype for Business platform (1), where the IP central (Microsoft Skype for Business Server 1) directs the call towards the Adportas Microsoft Skype for Business Active Recording (1) module (UCMA application) over a MSLP script for audio capturing and later consolidation as a recording.

1 Microsoft Skype for Business is a registered trademark of Microsoft Corporation.

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Adportas RecKall display on agent interface:

4.2.2 Adportas CCKall Quality Manager.Adportas CCKall Quality Manager is a service quality and management administrator that controls and analyzes contactability rates for assistance groups, within the contact center environment, enabling the option of proactive and corrective actions based on the gathered data from monitoring tools such as: reports based on comparatives by agent and assistance group skills, performance dashboards for each agent and assistance group divided by KPIs, as well as quality service levels for phone calls, e-mails, chats and social media posts received by agents registered in the Adportas CCKall contact center.

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Supervisor dashboard view with real time activity by groups of agents.Clicking on the (+) will display actions the supervisor may perform on an agent, such as calling, send e-mail, chat, silent monitoring, whispering, create conference, enable/disable, view recordings and pick-up.

4.3 Outbound module.

4.3.1 Adportas CCKall Outbound Manager.Adportas CCKall Outbound Manager is an administration and management solution for outgoing phone call campaigns that allows designing phone dialing campaigns using contact data (clients and telephone numbers) uploaded via .csv lists. This system consists of four main elements; the campaign administrator interface, campaign reports interface, agent interface and web client interface displaying current call information.

Supervisor interface view, campaign modification:Shows campaign data, available agents and client load.

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4.4 Social Media module.

4.4.1 Adportas CCKall Chat Manager.Adportas CCKall Chat Manager allows interchanging online instant messages (IM) between clients requiring assistance from an organization’s website and contact center agents, directly and in real time. From the multichannel web interface, each agent has a dedicated window to reply to chat requests without losing view of the environment, delivering a holistic vision that allows to effectively interact between assistance channels (phone, e-mail, chat and social media).

Adportas CCKall Chat Manager offers the possibility of having internal collaborative conversations (instant messages) between different areas of the organization to resolve issues or questions with specialists or support group.

Adportas CCKall with Adportas CCKall Chat Manager module on agent interface:

Chat selection.

Chat queue

Active chat

Conversation area

Enter new message area

Contacts

Sending prerecorded messages and attachments option

Chat KPIs6

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Permanent menu with new e-mail composing, drafts, sent and inbox.

Tab navigation.

Unread e-mails.

Read e-mails.

E-mail queue.

Constantly visible KPIs.

Filtered search.

Pop-up notification when sending, inbox loading, outgoing, draft and new e-mail notifications.

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4.4.2 Adportas CCKall E-mail Manager.Adportas CCKall E-mail Manager is an administration solution for incoming and outgoing e-mails with intelligent routing,identifying different data within each message to improve the assistance flow using skill-based and load balance routingalgorithms.

Adportas CCKall E-mail Manager delivers real-time assistance performance statistics to agents and supervisors forindividual and group e-mails using KPIs (percentages of received, responded and pending e-mails).

Adportas CCKall agent interface view with Adportas CCKall E-Mail Manager environment on inbox:

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4.4.3 Adportas CCKall Social Media Manager.Adportas CCKall Social Media Manager is a social media platform interaction and analysis system (Twitter, Facebook, etc.) thatallows fast and efficient feedback with online customers. It has a tracking software that identifies comments ona given brand or company, generating automated ads when finding posts or comments on social media related tosearch concepts predetermined in the main server. When integrated to the Adportas CCKall agent web interface, Adportas CCKall Social Media Manager enables all online customer interactions to be made from one same multichannel environment, without the need to navigate through separate environments for each social network.

Adportas CCKall agent interface view with Adportas CCKall Social Media Manager environment:

5. High availability architecture.

The high availability or contingency for services such as IVR, ACD, dialer, survey and reports are managed by mutual monitoringbetween both Adportas CCKall servers.

- Both Adportas CCKall monitor the connectivity status to the Cisco Unified Communications Manager (CUCM) and the database.- Both servers monitor each other’s connectivity status.- When one of the servers detects a connectivity problem, it sends an e-mail alert.- If the Adportas CCKall main server presents a system failure, the Adportas CCKall backup server (after having sent a failure alert) initiates a contingency protocol by lifting all configured services and forcing the main server to cease functions.- When the problem is fixed, the servers are configured to return to normal functioning status.

For high availability on the recording system, the recording negotiation within the CUCM is configured with both AdportasRecKall servers, negotiating recordings randomly and then Adportas RecKall copying generated recordings on both servers tomaintain high availability.

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Carmen Fariña #6669,7640557 Vitacura, Santiago, Chile.

Phone: (+562) 2413 45 00Fax: (+56 2) 2413 45 01www.adportas.com

10 to 50 licenses CPU: Quad core or higher.16 GB RAM.500 GB drive.

100 to 400 licensesCPU: Hexa core or higher.24 GB RAM.1 TB drive.

Adportas CCKall hardware requirements

Adportas CCKall web diagram.

PSTN

Router

AgentCUCM

SIPHTTPTCP/IP

SIP

LAN

TCP/IP

RTP

Adportas CCKall Main

Adportas CCKall Secondary

Enter Switch

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