Confidential

ProPreparing for SIP Migration and

Ongoing Contact Center

Operation Successgnosis Master

Solution Deck

Unified Communications & Contact Center

Kerry Gregg- Solutions Engineer

Paul Lomeo- Strategic Account Manager West

Agenda

• SIP Migration• Strategy• SIP Trunking Perspective• CC Testing

• Prognosis For the Contact Center• Monitor and Reports• SBC’s

• Advanced SIP Troubleshooting• DEMO

A thousand points of reference,

At IR we are creating a future where we are not only able to predict a catastrophic failure but also automate the necessary steps to avoid it, optimize operations and improve the experience of

every interaction – all without human intervention

a single point of view

Unified CommunicationsIR Prognosis enables effective interactions by bringing real-time visibility, insight and

control to complex, multi-vendor unified communication and contact center

environments

Contact CenterIR Prognosis enables effective interactions by keeping your contact center systems

humming, bringing real-time visibility, insight and control to complex, multi-vendor

contact center environments and validating 100% call recording

UC Ecosystem Spend and Components

“90% of CIO’s have UC related investments

planned within the next year.”“62% of IT projects fail to meet their schedules

with a further 41% failing to deliver the expected

business value and ROI”

VoiceContact

Center

Call

RecordingConferencing

Unified

Messaging

Video

SIP

WebRTCUC

SIP Migration

• Current Visibility- PSTN, Gateways, PRI’s

PSTN to SIP Migration strategy

• SIP adds more complexity and lack of visibility from a call tracing aspect

• Introduces more Applications- Sys/SM, SBC’s, Firewalls

• Special considerations- Session Counts, Transcoding, Networks

• Trunk Utilization

SIP Trunking for Contact Center• Must verify number of calls supported via SIP

• SBC Sessions

• IVR- Will all Applications still operate the same

• Transfers and redirects- CC to CC- Network ACD

• ** Call Recording

• Imperative to do testing before you cut over your CC to SIP

• Verify VDN/Vector Operation

TransportSecurity &

Connectivity

Transaction

Processing &

Content

Voice

PSTN

Browser

Chat

SBC

VoIP gateway

Firewall

IVR

Speech Recognition

Text to Speech

Voice Browser

Outbound Dialer

ACD / PBX

Skype for Business

Voice Mail

Conference Bridge

Auto-attendant

Agent Desktop

Unified Queuing

Screen Pop

Call Recording

Screen Capture

Voice Quality

Speech Analytics

CRM

Identification

Authentication

Databases

Load Balancing

Web Services

Social Media i/f

Web

WebRTC

Back Office

CTI

Media Servers

Email Server

Chat Server

VXML Server

Contact Center Testing

Channels

The Evolution of Communication Visibility

PBX GWSBC

PBX GWSBC

?Testing Solutions

Creates activity & has end-to-end

visibility of function and performance,

but has no visibility between the ends

Prognosis

Has full visibility of performance,

but does not create activity

Communications Experience Management

The ability to create activity,

see end-to-end performance,

individual application performance,

complete visibility with no boundaries

Chat

Voice

Web

? ?

Comprehensive Testing Services

StressTest™ Load Testing

Verifies UC & CC technologies work as expected under varying levels of traffic

HeartBeat™ Experience Testing

Tests the availability, functionality and performanceof your UC or CC system from end-to-end on a regular automated schedule

Agent Desktop Testing

Confirms customer data is delivered

and displayed quickly and accurately

Automated Feature/Function Testing

Validates each feature of a voice or web self-service solution against design documentation

StressTest™ Load/Performance Testing

Testing as a Service (TaaS) engagement

• Multichannel – voice, web, chat

• Results published in real-timeTest dashboard, Scatter diagrams, recordings

• Pre-production or associated with an eventNew system install, capacity expansion, capabilities

Confirms capacity, functionality/performance, stability under load

Max concurrent calls, call arrival/teardown rates

• Test calls spread across multiple test casesConfigurable up to 50,000+ concurrent calls based on region / countryEnd-to-end recordings for selected sets of test calls

HeartBeat™ Experience Testing

Confirms UC & CC technologies deliver intended experience 24x7

• Availability, Functionality, Performance

• Individual, real telephone calls delivered according to a schedule

Tests in-service, production systems

• Samples user experience against background of production traffic

• Immediately generates notifications if availability, functionality, performance are compromised

Virtual Customer interactions with critical customer-facing applications like IVR and websites.

Real-time Web-based Reporting Dashboard, scatter diagrams, recordings, transcripts

• Self-service control of notification process & test interaction frequencies

Real recording of Heartbeat test call finding a failure in SfB Conference Bridge response (Click Here)

HeartBeat™ Experience Testing

Use Case Scenario

• Test the Customer Experience 24x7

• Audio Time Analysis (ATA) detects issues related to

availability, functionality, or performance

• Tailored alerts (SMS, email, etc.) issued immediately

• Test results/recordings posted to website

Use Case Value

• Customer-facing issues identified immediately.

• ATA more accurate than Speech Recognition

• Accelerated root cause analysis

• Actionable data with comprehensive reporting

Virtual Customer ReflectorComplement or stand-in for live agents

• StressTest for high volume

• HeartBeat for 24 x 7 coverage

• CTI call control

Collects screen pop info delivered to agent desktop

• CTI Event data

• Key/Value Pair (KVP) data

• Attached data

• Screen pop delivery timestamp via CTI event log data

Onsite deployment options• IRTS supplies VCReflector® application

• Customer supplies servers or VMs

• Auto-answering endpoints in-place or provided

• VQ Measurement

Supported Platforms

• Avaya AES versions 5.x, 6.x, 7.0– Genesys TSAPI versions 7.x and 8.x

Avaya Contact Center Operations

Prognosis CC Monitor

• Call Center Agents

• VDN/Vectors

• AES

• AEP

• CMS

Advanced- SIP Ladder TroubleshootingFor greater insight into SIP calls

SIP Response Codes

SDP Info

Flexible Search

Monitor In/Out

Call Path Drill Down

• Complete Layer 1 thru Layer 3

Visibility

• Network Device Drill Down

Deep Network Visibility

Network Testing

• Overall Device Performance

• Interface Level Performance

• Complete Layer 1 thru Layer 3

Visibility

• Overall Device Performance

• Call load

testing

• Call Path Trace

• VPN Tunnel/Hosted VoIP

Troubleshooting

• SIP Trunk Troubleshooting

• Firewall Blockage Detection

• Interface Level Performance

• Plain English Network

Prescription

Path Insight – Feature SummaryTotal Network Assessment

Network Testing – Use Cases

Call Simulator Capabilities

• Call load testing – Test WAN links to determine how many VoIP calls can be handled across any link

• Rapid QoS testing – Validate if DSCP tagged packets are being respected on WAN links within 30 seconds

• VPN Tunnel/Hosted VoIP Troubleshooting – Tests latency, jitter, and loss to all involved routers along a VPN tunnel to identify the ISP and router causing problems

• SIP Trunk Troubleshooting – Tests latency, jitter, and loss to a SIP trunk endpoint

• Firewall Blockage Detection – Finds where SIP or RTP is being blocked by a firewall

What is CRA?CRA is a risk & compliance

management solution that

provides the assurance

that call recording

solutions are actually

recording the required

conversations and

recordings have the

adequate quality required

for compliance.

What is a compliant recording?

• Track and confirm that each call that should be recorded to/from an agent or user has an associated recording, and those that should not, do not.

• The associated recording can be retrieved from either the recorders or the long-term archive.

• The associated audio of recording is audible and intelligible. i.e. If a person can comprehend and write down the conversation after one or two reviews, it would be compliant.

Call Recording AssuranceEnsuring compliance with your customer interactions

Advanced CDR

AnalysisConfigured List

for Agents &

Extensions to be

recorded

Advanced

Algoritm to detect

recordings

and CR Server

Health

Customers

Agents

Prognosis multi source correlationAnalyses if call are recorded by comparing

against UC system (via CDR), List of Agents/Extensions supposed to be recorded

and Call Recorder systems

Detecting Recording issues

across multiple platformsDetect call recordings discrepancy

across UC and CR platforms

ThresholdsDashboards Databases

Media Integrity

Questions?

?