Avaya Contact Center Express 4.0

1
Avaya Contact Center Express 4.0

• Technical Introduction

2
4.0 Introduction

• Contact Center Express

3
Introduction

• The purpose of this presentation is to
• Identify the new features and functions of the
  CCE 4.0 release
• Identify any configuration changes to existing
  CCE components
• Identify the legacy components that will be
  removed from this version

4
Contact Center Express 4.0 Resources

• Delta training for people experienced in CCE 3.x
  is available at http//training.avayacce.com
• Community support is available at
  http//forum.avayacce.com
• Knowledgebase information is available at
  http//support.avayacce.com

5
Contact Center Express 4.0 Released

• The release of CCE 4.0 marks the end of support
  for CCE 2.x. No further development will be done
  for this version as all known issues have been
  resolved in later versions of CCE.
• CCE 3.x moves in to maintenance mode. The current
  release is CCE 3.0.3 and updates for this release
  will be rolled in to a new release expected to be
  delivered in Q3 of the 2009 calendar year. Issues
  will be investigated and where necessary updates
  supplied, however enhancement requests will not
  be applied to this version.
• CCE 4.0 becomes the current development release
  to which enhancement requests will be considered.
• Enhancement requests are now being managed by
  Avaya who will determine their inclusion in
  either CCE 4.x or 5.x.

6
Retired Applications and Components

• The following applications are no longer part of
  the Contact Center Express product suite as of
  4.0
• CCE Wallboard (standalone component)
• Replaced by the Wallboard plugin to CCE Desktop
• CCE Agent
• Replaced by CCE Desktop
• CCE IVR Server and AIVR DIP
• Replaced by CCE Virtual Agent for VP and AIR 3.x
  and above
• ActiveX development component
• Replaced by .Net assemblies and plugin
  development tools

7
Reporting - Primary Purpose of CCE 4.0

• Changing the reporting engine to Microsoft SQL
  Server Reporting Services (SSRS).
• Restructuring the backend CCE databases to
• allow additional information to be stored for
  greater reporting capability
• reduce duplication of data by IDS and Mediastore
  databases
• deliver a mechanism for archiving of data while
  maintaining reporting across the archives
• Development of a new component called Voice
  Mediastore to capture voice interaction data for
  both reporting purposes and utilization by
  applications such as CCE Desktop and IVRs.

8
Other New Functionality in CCE 4.0

• A new component called Virtual Agent which when
  combined with
• Web Service worker will enable closer
  integration with Voice Portal and Avaya IR to
  access and add or delete information to voice
  interactions.
• Outbound worker will enable emails and SMS text
  messages to be automatically sent out.
• Closer integration with AES allowing CCE to
  function without the need for TSAPI licensing.
• Additional CCE Desktop CTI functionality by
  including a DMCC connection through AES.
• The beginning of centralized alarm gathering and
  notification of these alarms.

9
Changes to Installation Prerequisites

• The CCE Reporting application requires the
  installation and configuration of Microsoft's SQL
  Server Reporting Services (SSRS).
• Internet Information Services (IIS) is a
  prerequisite for the installation of Microsoft
  SSRS
• Where AES Client installation is required, for
  IDS, CRS and XML services or CCE Supervisor
  application, the minimum AES Client version is
  4.2.1 as delivered on the CCE 4.0 installation
  DVD.

10
Licensing Requirements

• Contact Center Express

11
Closer Association with AES 4.2

• CCE IDS, Call Routing Server and XML Server now
  have options to instigate a named license
  challenge with AES. The named license challenge
  can only be completed over a secure TLink
  indicated by -S in the TLink name as shown
  below.AVAYAPRODUCTIONCSTA-SAES
• The Named License Challenge is not available for
  CCE Supervisor. This application still requires
  standard TSAPI Basic and TSAPI Advanced licenses
  to exist in AES.
• Note Basic diagnostic tools such as Avaya TSTest
  do not work in a Named License only environment.

12
AES Named License
13
CCE 4.0 Licensing Requirements

• CCE 4.0 requires earlier version licenses to be
  updated.
• Current license types are
• CCE Voice 4.0
• CCE MultiMedia 4.0
• CCE IVR 4.0
• CCE MS-CRM 4.0
• Where older components are not being updated but
  are required to continue to work, such as CCE IVR
  Server, CCE version 3.x and 4.x licenses can
  co-exist on the same License Director.
• For example a CCE IVR Server can continue to work
  against a CCE IVR 3.0 license.

14
CCE 4.0 Licensing Requirements continued

• Voice Mediastore consumes a voice license.
• The Voice Mediastore opens one or more
  connections to the XML Server which by design
  will consume one CCE Voice license as a result of
  the open socket, for each connection. One
  connection from the Voice Mediastore is required
  as a minimum however more than one connection
  will be required if multiple groups of stations
  need to be defined for the Missed Call Emailer as
  an example.
• This is the same as the Media Director connection
  to the XML Server consuming a single CCE Voice
  license where the Media Director is implemented.
• Note This is not new. This is how CCE has worked
  from its first development.

15
Virtual Agent Licensing Requirements

• CCE Virtual Agent will consume a CCE IVR 4.0
  license for each station in Communication Manager
  associated with each Avaya Voice Portal port and
  monitored by Virtual Agent.
• or
• CCE Virtual Agent will consume a CCE Voice 4.0
  license and a CCE MultiMedia 4.0 license for each
  Virtual Agent that is configured to process
  multimedia workitems as it does when associated
  with the Outbound worker. 
• Note this combination of voice and multimedia
  licenses is known as the MultiMedia User license
  from an Avaya sales view.

16
Example of license requirement by application
Take an example of a 100 seat contact center of
which 80 seats will be voice only and 20 seats
will be multimedia (and voice) and two
supervisors. 5 Virtual Agents will be used to
send outgoing SMS messages and a Voice Portal
with 24 ports will be connected to CCE.
Application   CCE Voice CCE MultiMedia  CCE IVR 
 CCE Desktop  100  20  0
 Supervisor  2  0 0
 Media Director  1  0 0
 Voice Mediastore  1 (minimum) 0 0
 Virtual Agent IVR (webservice)  0 0 24
 Virtual Agent (outbound worker)  5 5 0
 Total  109 25 24
17
Database Changes

• Contact Center Express

18
Restructuring The Databases

• The request for improved reporting required the
  ability to acquire more data and to store it
  efficiently.
• More data meant that a mechanism was required to
  store and archive data without making the
  reporting more complex such as the need to find
  archived data.
• Past duplication of data in different databases
  needed to be eliminated.
• The result is a single operational database used
  as a means to access both current operational
  data and historical data contained in one or more
  historical databases.

19
CCE 4.0 Database Architecture
20
ASMSData Databases

• ASMSData databases may be created as required
  using a simple stored procedure.
• For example if the customer has implemented CCE
  on SQL Express, each database in SQL Express has
  a 4 GB limit so additional databases may be
  established when nearing this limit.
• This stored procedure may be executed any number
  of times by the implementation engineer during
  installation, or at any time post installation.
• The time and date at which the new database is to
  be used is defined during the creation process.
• For example databases could be created to be
  used quarterly for the next three years.

21
Creating Additional ASMSData Databases
22
Reporting

• Contact Center Express

23
Microsoft SQL Server Reporting Services

• Microsoft SSRS is the reporting engine of choice
  for CCE 4.0.
• It is a Microsoft application that may be
  implemented on either SQL Express, Standard or
  Enterprise versions of SQL server.
• When implemented on Microsoft SQL Express
• Both reporting services and SQL server database
  engine must reside on the same physical server.
• Report export options are limited to PDF and
  Excel format.
• User access to reports is not managed.

24
Advantages of Microsoft SSRS Reporting

• Transportable Report Definition Language (.rdl)
  files provide an easy means of delivering new or
  updated reports.
• Server side rendering of the report speeds up
  reporting and consumes less resources on the
  client PC.
• URL access provides report viewing and navigation
  functionality in a Web browser.
• A Report Development application is available and
  is part of the Microsoft Visual Studio suite.

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Report Design and Build
26
Reporting Application
27
Report Selection
28
Reporting Function Buttons
29
Report Input Parameters
30
Reports Text Based
31
Reports - Graphical
32
Deploying Report Files

• Report files are stored centrally on the Report
  Server making them available to all users based
  on user permissions.
• Deploying new or updated reports is managed using
  CCE Control Panel.
• Clicking refresh in the report selection window
  makes these reports available immediately.

33
Managing Report Permissions
34
Saving Report Input Criteria

• Report input criteria can be saved for retrieval
  later. For example a report with an interval of
  last week can be saved and run each week
  without having to input new dates.
• Reports saved in the local report directory will
  appear on a dropdown menu on the toolbar for
  quick access.
• Reports may also be saved in other locations so
  reports criteria may be shared.

35
Real-time Reporting

• CCE 3.0.3 Real-time Reporting has been brought
  forward into CCE 4.0.
• The Agent, Device and VDN reports are telephony
  based reports.
• The Queue report may be a blended Voice and
  Multimedia report.

36
Voice Mediastore

• Contact Center Express

37
Purpose of Voice Mediastore

• The purpose of Voice Mediastore is to create an
  object that represents a voice call.
• This object is held by the Voice Mediastore and
  can be made available to other applications to
  add, read or delete additional information.
• Like the Interaction Data Server it is a central
  application for monitoring a number of telephony
  devices to capture CTI information. This
  information is stored for reporting purposes.
• The Interaction Data Server is still required at
  this stage to capture Agent and Skill related
  information and statistics.

38
Example of Voice Mediastore Operation

• The call may pass through a monitored VDN causing
  a Voice Workitem (CCE object) to be created.
• The call is answered by Voice Portal that can
  read the delivery VDN and customer identifier
  from the Workitem and can write additional
  information as a result of interacting with the
  customer.
• The call is transferred to an agent and the CCE
  Desktop retrieves information about the call from
  the Voice Mediastore as well as the CCE Program
  the call passed through.
• The information can be displayed to the agent in
  a custom form or simply used to initiate a screen
  pop or other function
• The agent closes the workitem using work codes
  presented which are specific to the program the
  call passed through, as well as any notes about
  the call in Workitem Notes.

39
Voice Mediastore Operation
40
Voice Mediastore Operation
41
Voice Mediastore Operation
42
Creating Voice Workitems

• To be able to create and update voice workitems,
  the Voice Mediastore monitors Stations, VDNs and
  Routing VDNs so as to receive CTI events
  associated with these devices.
• The default behaviour of the Voice Media Store is
  to collect the path of the call as it passes
  through Communication Manager and at the same
  time, record (for display to users) any
  user-to-user information and user-entered digits
  as part of the work item.
• To overcome any privacy issues with this
  behaviour, you can specify a list of VDNs you
  want to treat as private. As a result, Voice
  Media Store will not record user-to-user
  information and user-entered digits for these
  VDNs.

43
Creating Voice Workitems continued

• The voice workitem is based on Communication
  Managers Unique Call ID (UCID) which is
  prerequisite for CCE operation.
• Voice Portal or other IVR must therefore be
  running a CTI application that would make the
  UCID of the call known.
• As the call passes through the Communication
  Manager, changes in call state are recorded by
  CCE against the workitem ID and make up the basis
  of cradle to grave reporting.
• The Voice Workitem information is stored in the
  CCE database for reporting purposes.

44
Voice Programs

• A CCE Program is a collection of features and
  functions that can be applied to interactions
  that pass through the program.
• For voice these features and functions include
• Auto text
• Basic and advanced WorkCodes
• Forced WorkCode requirements
• Program override means that a call delivered
  initially as a sales call but queued to services
  as the result of menu selection in a vector, can
  either retain the original program settings or be
  overridden by the final VDN used to deliver the
  call.

45
Voice Workitem Agent View
46
Customer History

• By having a common object type across all media
  including Voice and matching customers using
  different criteria such as ANI, email address or
  IM handle, it is now possible to view a customer
  history across all media channels.

47
Voice Mediastore Additional Features

• Station Missed Call Emailer
• When a call is abandoned or diverted at station
  send an email to an associated email address with
  the ANI of the caller.
• Abandoned Call Assistant
• Automatically create a call back request (Preview
  Contact) when a customer abandons a call in
  queue.
• Customer Requested Callback
• Automatically create a call back request (Preview
  Contact) as a result of customer feedback in a
  vector.
• Customer Identification Assistant
• Route a call based on the success or failure of
  customer identification.

48
Station Missed Call Emailer

• The Station Missed Call Email utilises the
  ASContact database to match the station at which
  a call was abandoned with an email address, and
  sends an email with the details of the missed
  call.

49
Station Missed Call Emailer

• The variables in the text are replaced with
  appropriate values such as CLI (ANI) and date and
  time.

50
Abandoned Call Assistant

• When an abandoned call meets minimum requirements
  of call duration and optionally a known customer,
  a Preview Contact may be automatically generated.
• The delivery of the Preview Contact may be
  delayed.

51
Customer Requested Callback

• When a call is routed to a specific VDN, a
  Preview Contact will be automatically generated
  using the customers ANI.
• Other options for the callback destination such
  as user input (collected digits) will be
  available in the next release of CCE.
• The delivery of the Preview Contact may be
  delayed.

52
Customer Identification Assistant

• The Customer Identification Assistant will
  attempt to match the caller to a ASContact
  database using a number of criteria.
• The call will be routed to one of three
  destinations based on the success, failure or
  number of attempts at matching being exceeded.

53
Configuring CCE Desktop for Voice Mediastore
Operation

• A voice workitem is different from other media
  channels in that it is retrieved from the Voice
  Mediastore rather than delivered by Media
  Director.
• This means that the Media Director does not
  necessarily need to be deployed in a Voice Only
  environment.
• However it is the Media Director that makes the
  location of Mediastores known to CCE Desktop so
  two options exist.

54
Deploying Voice Mediastore with Media Director
CCE Desktop may be configured to connect to the
Media Director when the agent is voice only,
without logging in to the Media Director and
consuming a Multimedia license unnecessarily.
55
Deploying Voice Mediastore without Media Director

• If the Media Director is not implemented in a
  voice only environment, then the location of the
  Voice Mediastore will need to be listed in the
  CCE Desktop configuration.

56
Virtual Agent

• Contact Center Express

57
Virtual Agent Overview

• Virtual Agent is a Contact Center Express service
  that allows the contact center to process work
  items using predefined functions called workers
• Virtual Agents may process work items the way
  'real' agents do logging into Contact Center
  Express's XML Server, connect to a station DN,
  and then wait to receive and deliver Contact
  Center Express work items.
• Or they may simply monitor IVR ports to capture
  call information and provide a mechanism to
  access CCE objects called workitems.
• The Virtual Agent service supports up to 300
  concurrent virtual agents, each capable of
  receiving one work item per second.

58
Virtual Agent Workers

• wo virtual agent workers are provided in CCE 4.0
• Outbound Worker
• Accepts Preview Contact workitems and using
  information contained in the workitem, send out
  an automated email or SMS text message.
• The outbound message is sent via a predefined
  Email or Simple Messaging program.
• Web Service Worker
• Monitors the Communication Manager stations used
  to connect to Voice Portal and Avaya IR and
  presents a Web Service that allows access to the
  workitems created by calls that are delivered to
  those stations.

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Virtual Agent Outbound Worker
Customer
60
Configuring Preview Contact for Outbound Work
61
Configuring Preview Contact for Outbound Work
62
Configuring Preview Contact for Outbound Work
63
Communication Manager Configuration for Outbound
Worker

• CTI Stations are the type of stations defined in
  Communication Manager to be used with CCE.
• Virtual Agents do not require physical phones,
  they too will be configured to use CTI Stations
  as their telephony device.
• CTI Stations are used as they allow incoming
  calls to be received and answered by the Virtual
  Agents, however CTI Stations do not allow an
  Agent ID logged.
• As a result of this Virtual Agents cannot be a
  member of a skill group, instead the stations
  monitored by Virtual Agent would be members of a
  Hunt Group.

64
Virtual Agent Web Service Worker
65
Virtual Agent Web Service Worker
66
Web Service Method Example

• Initialise-This allows applications to have
  control over the workitem including when the
  workitem will be closed.
• GetWorkItemProperties - Retrieves the parameters
  associated with the voice workitem.
• GetExtraData / SetExtradata / DeleteExtraDataRead
  , write or delete custom data from within the
  voice workitem. This data then is stored and
  moves with the workitem and may be used within
  CCE Desktop for example to enable a screen pop of
  customer or simply to capture the menu options
  selected while in the IVR.
• CloseWorkItem - If the call is completed solely
  in the IVR, final after call information can be
  written to the workitem and then the workitem can
  be closed, removing it from the virtual agent
  buffer.

67
Web Service Methods
68
CCE Desktop Custom Forms

• Custom forms may be
• CCE Forms generated in CCE Control Panel
• A custom plugin developed by a third party System
  Integrator.

69
Creating a CCE Custom Form
70
Alarms and notifications

• Contact Center Express

71
Alarms and Notifications

• The Alarms and Notifications plugin to CCE
  Control Panel is the first iteration of
  centralizing CCE services alarms.
• Inbuilt into the Application Management Director,
  there is no additional configuration required to
  enable this functionality.
• Applications will raise an event to the
  Application Management Director which is the
  central collection point for this information and
  these events will then be made available to CCE
  Control Panel for display.
• The CCE Control Panel does not need to be running
  to capture event information, simply to display
  and manage the alarms.

72
Contact Center Express - Alarms

• Alarms are used to indicate to the Contact Center
  Express administrator that a condition has
  occurred within the application that is abnormal
  and should be investigated.
• Alarms exist in the alarming application and
  within the Application Management Director until
  they are resolved or until the originating
  application is stopped.
• The Alarm contains the alarming application
  information as well as suggested resolutions and
  any configuration information that may be
  relevant.

73
Contact Center Express - Notifications

• Notifications are a way that the alarming
  application can indicate that a state change has
  happened that should be known to the Contact
  Center Express administrator.
• These state changes occur in the normal operation
  of the alarming application and are not events
  that require resolution.
• Examples would be the stopping/starting of the
  service, the stopping/starting of a program or
  the transition of a program from one schedule to
  another. Notifications will be stored in the
  Application Management Director until its
  internal list grows to its configured limit.

74
Alarm Functions

• From within the CCE Control Panel, the
  administrator is able to
• Change the alarm state to either Alerted or
  Acknowledged. This makes way for future
  development where alarm information may be sent
  via other communication channels such as email or
  SMS.
• Go to the alarming applications configuration
  within CCE Control Panel
• Copy the alarm information to clipboard.

75
Control Panel Alarms and Notifications
76
Desktop Application Changes

• Contact Center Express

77
Device, Media and Call Control (DMCC) Plugin

• Additional CTI functionality has been
  incorporated in to CCE Desktop with the inclusion
  of the DMCC Plugin.
• This allows CCE Desktop to communicate with the
  station it is connected to as though the buttons
  were being pressed on the phone itself.
• On connecting to the station, the buttons
  configured in the Communication Manager for that
  station will displayed within CCE Desktop.
• DMCC buttons may be placed on either a left or
  right toolbar in addition to the standard top and
  bottom toolbars.

78
Examples of the DMCC Plugin
79
Vu-Stats and Queue information to Wallboard
80
DMCC Features
81
DMCC Configuration
Note that the Communication Manager Name is taken
from the TLink. For exampleAVAYAPRODUCTIONCSTA
-SAES1
82
Miscellaneous Administration Changes

• Contact Center Express

83
Closing Voice Workitems

• The Voice workitem may be close automatically at
  the end of the call or may remain open on the
  agents desktop.
• By remaining open this allows the agent to
  complete the call wrap up by applying CCE
  WorkCodes after the caller has left the call.
• Application of a WorkCode may be forced.

84
Program Service Level

• A Service Level can be applied to a CCE Program
• The Service Level is used for calculating
  multimedia Grade of Service

85
Migration

• Contact Center Express

86
CCE 2.x to CCE 4.0

• Migration from CCE 2.x to 4.0 is possible however
  a number of intermediate steps need to be
  completed.
• CCE 2.x to CCE 3.0
• CCE 3.0 to 3.0.1
• CCE 3.0.1 to 3.0.3
• CCE 3.0.3 to 4.0
• SQL would most likely need to be upgraded from
  SQL 2000
• The amount of historical data captured in CCE 2.x
  was minimal and cannot be manufactured to bring
  it up to CCE 4.0

87
CCE 2.x to 4.0

• The recommendation however would be to treat the
  migration as a new CCE.
• Extract the CCE 2.x .ini files for phantom
  stations, email configuration etc and use this to
  configure a new CCE 4.0 installation.
• This can be done in parallel with the working CCE
  2.x to minimise disruption.

88
CCE 3.x to 4.0 Migration

• How this would be achieved would be dependant on
  the customers requirements.
• A complete upgrade with no testing
• A CCE 4.0 installation in a development
  environment for user acceptance and process
  testing followed by an upgrade to the production
  environment
• A CCE 4.0 installation in a mock environment that
  will eventually become the production
  environment.
• A CCE 4.0 installation including hardware and or
  OS or SQL upgrade.
• The difference in the process for each of the
  above may involve the moving of data from one SQL
  server to another or CCE configuration data.

89
CCE 3.0 to 40 Migration Process

• Migrate the databases first
• Run the Convert History to ASMSControl 4.0.sql
  script first to do the basic conversion. This
  script may be run several times for systems
  working in parallel.
• Run the EMSUpdate.exe utility to update any
  private email programs.
• In the finals steps before going live run the
  Convert Live Interactions to ASMSControl 4.0.sql
  script to migrate any active interactions.
• Once the database migration is completed
  successfully then update the CCE 3.x applications
  themselves.

90
CCE 4.0 Migration Information

• The CCE 4.0 DVD contains an Upgrade and Migration
  document.
• An updated version of this document is available
  for download from http//support.avayacce.com/Down
  load14170.aspx
• The above URL also contains the SQL scripts and
  utility application to complete the migration.

91
Questions?

• Contact Center Express