1. Avaya Contact Center Select Customer Engagement Solutions

2. IP Office User & Desktop
Avaya Contact Center Select Solution
Utilises Avaya’s Small to Medium UC Solutions
Top 5 Need to Know Facts..
Customers
WWW 1
Simple Quotation and Ordering Process
Base Package Contains Multmedia
Global Localised Offer –10 to 250 users
Three Deployment Options
Avaya H/W Appliance
Customer S/W Virtualised
Customer DVD
Ignition Wizard and Templating
< 4 Hours Deployment
Begin Immediate Training of Users
Blended Voice and Multimedia
Single Managment Interface
Single Reporting Interface
Single Desktop
Business Systems Integration
Data Direct Routing & CRM
Web Services
.NET CTI for custom integrations
Web
SMS
Fax
Outbound 2
PSTN 3
SIP
CTI
Users
IP Office
ACCS 4 5
IP Office User & Desktop
ACCS Agent

3. Some Typical ACCS Customer Prospects
Matching Functionality to Customers Needs
Voice Only with Reporting
Scales from 10 to 250 agents
Requires Rapid Deployment
Minimum Reporting
Scales from 10 to 250 Agents
Screen pop customer records
Advanced Reporting – real time and histoirical
Voice Only with CRM Integration and Screen Pop and Resilience
Scales from 10 to 250 Agents
Blended CC with Front End Self Service
Agent screen pop of Customer details using IVR information
Voice and Multimedia with Screen Pop and Self Service
Wants to keep existing Voice ACD on IP Office – can be 3rd party
Scales to 250 MM Agents
Does not require blended reporting
ACCS Multimedia Only
Delivering Great Customer Experience Solutions to Fit Market Requirements

4. ACCS utilises IP Office as UC platform
Best of Both Worlds – UC and CC
Unified Communications & Collaboration Solution
Avaya IP Office
Avaya Contact Center Select
Voice
Data
Messaging
Skills
Reporting
Agents
Voice & Multimedia
Business Systems Integration |
Simplification
Partner Friendly

5. Agenda
ACCS – Whats New

6. Avaya Contact Center Select 6.4.2
Available December 2014
IP Office 9.1 Select & Standard
Voice Features Interop
Contact Store and VMPro
IP Office Reslience
IP Office Primary and Secondary
Campus, Geo
Avaya Contact
Center Select 6.4.2
Business Continunity
ACCS Primary and Secondary Campus, Geo
Avaya CS1000 Migrations
Aura 6.X and NES 6.x/7.x to ACCS
Preserves Customer Data
Avaya Aura Experience Portal
AAEP 7.01, Self Service, ASR, TTS
Front End and Back End Deployments

7. What ACCS Now Delivers for Customer Care
ACCS available December 2014
IP Office Resilience Support
Contact Center Failover Campus
Contact Center Failover Geo
Business Continunity
ASR & TTS
CRM Integration
Advanced Speech Apps
Resilience
Dynamic Agents Skills
Blended Agents
Inbound/Outbound
Voice/Multimedia
49 Historical Reports
Customisable Graphical Wallboards
Browser based Administration
Remote Agent Logout
Route Voic s to Agents
Bulk or Individual call recording
Self Service
Routing and
Skills
Managment
& Reporting
Voic &
Recording
Customer

8. ACCS with IP Office 9.1 Select and Standard
Enhancing the existing CC Solution
Description:
New IP Office premium software product delivering higher scalability, enhanced resiliency, and sophisticated applications.
Expanding Avaya’s mid market offering combined with IP Office simplicity and value.
Details/Customer or Partner Problem it solves:
IP Office Select 9.1 represents the most powerful, scalable and feature rich offering in the IP Office portfolio
IP Office 9.1 is a subset of the Select product, providing new incremental features and quality improvements for the mass market, high volume business
ACCS is supported on IP Office 9.1 Select and Non Select Systems
Server
Select
Features
Capacity
2500
2000
Preferred
Essential
Basic
IP Office 9.1 Features
ACCS 6.4.2
IP Office Resilience
YES
Avaya Communicator for Windows (ACW)
IP Office Localisation – Korean , Japanese
IP Office Web Manager Status
11XX/12XX SIP Hardphone Support

9. ACCS Comissioning – what you need to know
Agenda
ACCS Comissioning – what you need to know

10. ACCS Flexible Depoyment Options
Suitable for all Customer Verticals
Avaya Hardware Appliance (Turnkey Server)
Avaya Software Appliance (OVA)
Avaya DVD
Avaya Supplied Server
Dell R620
Peloaded with all ACCS S/W including OS and OS license sticker
OS must be activated by customer and is responsible for OS support
Ignition Ready
Deployment time approx 30 minutes
Three(3) Avaya supplied OVA’s (PLDS)
Web LM
Avaya Media Server
ACCS
ACCS OVA contains OS - Customer supplies OS License
Deployed in customers VMWARE solution
Vmware supplied by customer
Deployment time approx 90 minutes
Single Avaya Supplied DVD
Customer supplied H/W and OS and OS licenses
Optional two step comission process
Comission in Partner Lab with completion at customer site
Full Install at Customer Site
Deployment time < 4 hours
All 3 Deployment Options utilise the ACCS Ignition Wizard with Data Templating

11. ACCS Data Provisioning (Templating)
Performed at ACCS Ignition Time
ACCS Sample User Provisioning
Supervisor Users
Agent Users
2 x Supervisors,
10 x Agents
Permissions and Capabilities pre-set
Modifiable post Ignition Wizard
ACCS Sample Data Provisioning
Sample Voice and Multimedia Skills
Sample Activity/Not Ready/ACW Codes
Sample Agent/Supervisor & Agent/Skill assignments
Use of VARIABLES throughout i.e. Open/Close Hours/Announcments
ACCS User Sync to IP Office
Automatic Synchronisation and Creation of Supervisor & Agent user accounts on IP Office
Synchronised Agent Extensions & User Profiles
Manual Sync available
First Call and Now
ACCS Customisation
Ability to fully customise ACCS with bulk data upload using CT application
Ability to add Web Comms, Outbound, SMS, Fax and additional
Add additional users and agents through bulk upload
Create custom reports...

12. ACCS User Synchronization Service Overview
Single Point of Administration for ACCS Users
ACCS Admin
Add Agent
Modify Agent Property
Save Details
Trigger to IP Office Sync Service
IP Office Sync ACCS User Config
IP Office
SIP & CTI
Sync
ACCS
SIP & CTI
Sync
Manager
Admin Portal
Benefits:
Single point of admin for agent user accounts
Single admin touch point
Minimises configuration errors
Sync Status
Visible plus Text
ACCS Synchronization Service is Unique to ACCS – no other competitor product or Avaya CC contains this capability with IP Office

13. IP Office and ACCS Solution Dashboards
Quickly Diagnose Issues and Problems
IP Office
ACCS
Web Manager
Dashboard
IP Office Administrators can login to Web Manager and quickly check if ACCS is availble and connected to IP Office
IP Office Administrators can see full ACCS system status and connectivity using ACCS Dashboard

14. ACCS Operational Status Dashboard
Quickly Diagnose Issues and Problems
Capabilities
Allows administrator to see status of the Contact Center Application
Green:Ok
Yellow:Warning
Connectivity ( IP Office)
Software: Service Packs and Lineup plus Ignition Wizard status – have i latest s/w?
ACCS Application Health: Services up/down
Debug: Links to all on- board troubleshooting tools for immediate launch

15. Business Continunity – Keep your Business Running
Agenda
Business Continunity – Keep your Business Running

16. ACCS and IP Office Resilience Solution
Ability for ACCS to Cater for IP Office Failovers
IP Office Resilience
Protection against IP Office SE Primary Failure
Local Site Protection or Geo
Minimal Downtime and Disruption with some call preservation
ACCS 6.4.2
SIP & CTI
Sync
IP Office SE Primary
SIP & CT
Sync
ACCS 6.4.2
Supports IP Office switchovers
Automatically reconnects to Secondary once it activates
Manual reconnect “back” to IP Office primary once re-established
Supports ACCS Business Continunity feature
SIP & CTI
IP Office SE Secondary

17. ACCS 6.4 FP2 Business Continunity Solution
Active & Standby Servers with Data Replication
Database
Replication
ACCS Primary
ACCS Secondary
SIP & CTI
Sync
Transition
SIP & CTI
Sync
Real Time Shadowing –Database functionality where all data is “shadowed” in real time between a matched pair of ACCS Servers
Transition Triggers – Refers to failure conditions which trigger the activation of the ACCS Secondary platform thus making it “Active” i.e. processing contacts.
Transition reasons can be
Loss of connection to the UC/Call Server component,
Failure of critical platform hardware components
Failure of application s/w processes
Degradation of overall platform “health”
Transition Time – time taken to bring secondary into Active State; depends on many factors –

18. ACCS & IP Office Combined Resiliency Solution
Best of Both Worlds
Database
Replication
ACCS 6.4 FP2
Primary
ACCS 6.4 FP2
Secondary
SIP & CTI
Sync
Transition
SIP & CTI
Sync
IP Office SE Primary
SIP & CTI
Sync
SIP & CTI
IP Office SE Primary
ACCS Business Continunity
ACCS Primary can failover to ACCS Secondary with ACCS Secondary automatically connecting to IP Office Primary
ACCS Secondary can work with either IP Office Primary or IP Office Secondary in failover scenario’s
IP Office Resilience
IP Office Primary can failover to IP Office Secondary with ACCS Primary automatically connecting to restore contact center service
IP Office Secondary can work with either ACCS Primary or Secondary in failover scenario’s

19. ACCS Business Continunity Campus Deployment
Single Site Dual Data Centers
Database
Replication
ACCS 6.4 FP2
Primary
SIP & CTI
Sync
ACCS 6.4 FP2
Secondary
SIP & CTI
Sync
Transition
SIP
IP Office SE Primary
SIP & CTI
Sync
SIP & CTI
SIP
IP Office SE Secondary
IP 500V2
IP 500V2
E1/T1
IP 500V2
E1/T1
IP 500V2
Carrier
CAMPUS
LAN
Carrier
IP 500V2
IP 500V2
DATA CENTER 1
DATA CENTER 2
ACCS Agents
Business Benefits of Business Continuity Campus:
Automatic Switchover
Faster Switchover times compared to Geo
Minimal switchover steps
Notifications to designated personell when a switchover occurs and even before switchover is just about to occur!

20. ACCS Business Continunity Geographic
Dual Site Single Data Centers
ACCS 6.4 FP2
Primary
SIP & CTI
Sync
ACCS 6.4 FP2
Secondary
SIP & CTI
Sync
$%^&**~’#’##’
SIP
IP Office SE Primary
SIP & CTI
Sync
SIP & CTI
SIP
IP Office SE Secondary
IP 500V2
IP 500V2
E1/T1
Carrier
E1/T1
IP 500V2
IP 500V2
Carrier
IP 500V2
IP 500V2
DATA CENTER 1
New York
DATA CENTER 2
San Francisco

21. Preserving Customer Investments – Migrations from CS 1000 AML to ACCS
Agenda
Preserving Customer Investments – Migrations from CS 1000 AML to ACCS

22. 1140 & 1230 Phones can be retained for Agents
AACC CS1000 (AML) to ACCS Migration
Preserving Customer Investments
Full migration procedure with data transforming tools
Migration of existing customer and configuration data supported from AACC (AML) to ACCS (SIP) on IP Office
Avaya CS 1000 (AML)
Avaya SIP
AACC 6.x
ACCS 6.4.2
NES
1140 & 1230 Phones can be retained for Agents

23. AACC CS1000 (AML) to ACCS Migration
Preserving Customer Investments
Detailed step by step document and tools are provided to allow voice and multimedia databases to be migrated from NES / AACC CS1000 (AML) to ACCS 6.4 SP14 with IP Office.
Migration is expected to be done in phased approach.
Voice and multimedia data migration is done using:
Database Maintenance Application – Migration panel.
Managment Portal backup and restore application.
Post-migration tools are required to be run to transform voice and multimedia data from AML world to SIP world
SIP uses URI’s –

24. Avaya 11XX & 12XX SIP Telephones
Investment Protection for Migrating Customers
CTI Control
CTI Control
IP Phone 1140E Model NTYS05 running IP Office 9.1 SIP firmware
IP Phone 1230 Model NTYS20 running IP Office 9.1 SIP firmware
CTI Control enabled for Make Contact Center Call, Answer Contact Center Call, Transfer Contact Center Call, Conference Contact Center Call, Hold, Un- hold
Allows migrating customers to preserve investment in their infrastructure

25. Migrating The Entire Solution
What else can be Migrated?
Not all components of the stack can be directly Migrated:
Indirect Migrations
Pre Migration
Post Migration
Avaya Call Pilot
Utilise on board ACCS AMS Media Services
Avaya Media Processing Server(MPS)
Add Avaya Experience Portal (AAEP)
Remote Agent Observe (RAO)
Utilise IP Office Remote Observe
CS1000 Agent Greeting
Utilise on board ACCS AMS Agent Greeting
CS1000 MIRAN
CCT Custom Applications
Reuse and Recompile against CCT

26. Enterprise Self Service & IP Office Solutions
Agenda
Enterprise Self Service & IP Office Solutions

27. What Self Service Options are available with ACCS
Considerations
Out Of Box ACCS on board Media Server (AMS)
Announcments, Play Prompt , Collect Digits, Music
DTMF Based – No ASR or TTS
CRM Self Service Integrations not possible
Add Avaya Aura Experience Portal (AAEP)
Delivers all of the above plus ASR and TTS plus more...
Advanced customised self service applications
IVR pre-authentication of users
Collect Customer Pin /Digits with CRM lookup prior to entering the ACCS logic plus wide range of customer automated self service applications
Customer Credit Card Validations for PCI compliance or
Customer Surveys post Agent Handling
ACCS
IP Office
AAEP
Voice
The Consumer

28. AAEP Deployment Options with ACCS
IP Office 9.1 & AAEP & ACCS 6.4 FP2
ACCS 6.4 FP2 with IP Office 9.1 “Front End” AAEP
Carrier
Agent
SBC
Customer
IP Office SE Server
G/W
AAEP
Solution
ACCS
ACCS 6.4 FP2 with IP Office 9.1 “Back-End” AAEP
Carrier
Agent
SBC
Customer
IP Office SE Server
G/W
AAEP
Solution
ACCS

29. Back-End IVR Based Solutions
IP Office 9.1 & AAEP & ACCS 6.4 FP2
ACCS & AAEP Back End Sample applications – Short and Long Durations
“Please enter your PIN number and when finished press #” -Once customer successfully enters their digits ....AAEP sends INFO msg to ACCS, drops off the call and control returns to ACCS voice flow.
Another example may be where we collect a “callback” request which includes Customer Name, Phone Number, Callback Time, Date” These are passed back to ACCS voice flow and AAEP drops out of the customer call...
“Long” interactions maybe where a customer performs multiple tx in an IVR sessions – check balance...update account...transfer funds......etc.... This may take up to 5 minutes
Returned customer entered digits , 1 or 2 or 5566
Approx 1k of data to be returned from AAEP, along with 10 intrinsics.

30. Agenda
ACCS 6.4 FP2 & Lync Interop

31. ACCS 6.4 & Lync 2013
What Operations/Business Problems are we addressing:
“Many customers today have chosen MS Lync for UC needs for back office workers with full integration to desktop applications including conferencing and messaging – how can these Lync users interact with the ACCS agent from Avaya?”
Solution – ACCS 6.4 FP2 & Lync 2013
ACCS Agents login to Lync through AAD – no need for Lync clients on the desktop – Dual mode not supported
Allows agents to communicate using IM with other agents and non agents – back office workers
Improves Agent Productivity and enabler for First (Call) Contact Resolution

32. ACCS 6.4 Lync 2013 Integration Agent Logged into Lync 2013 from AAD
Once Logged in, the agent can view the presence status of other agents and users configured in ACCS. Right click to send IM or Call ( using IP Office Telephone) .

33. ACCS Agent Softphone Support
Agenda
ACCS Agent Softphone Support

34. Avaya Windows Communicator (ACW)
ACCS Agent Softphone Support
ACCS 6.4 FP2 with IP Office 9.1 introduces support for agents using the ACW soft client as their telephony device
ACCS agents use the agent desktop (AAD) in conjunction with the ACW softphone
Suitable for mobile agents using laptops and remote worker agents
Replaces IP Office Communicator Softphone for Greenfield IP Office installations
IP Office ACW runs in dual mode where a user can be logged in on their Physical phone and also on the softphone ACW
Dual Mode is not supported for ACCS agents
ACCS detects and blocks the ACCS login until the agent logs off their physical phone
CTI Control

35. Business Systems Integration with ACCS
Agenda
Business Systems Integration with ACCS

36. Advanced Wizard Screenpop
ACCS Screen Pop Enablement
Integrating with your Business Applications
Basic Screenpop
Advanced Wizard Screenpop
One Parameter per Screen pop i.e CLID or addres or collected digits
Maximum of five Parameters per Screen pop i.e. CLID & address & collected digits
Can only launch on a Contact Type Basis – voice screen pop also launches for and all other MM contacts
Can launch on a Contact Type Basis or launch on specific filter value(s)
Global Settings for:
Auto Close,
Launch Event (Alert or Active),
Launch Internal/External.
Individual Settings per Screenpop Auto Close,
Launch Internal/External
Personal Calls
ACCS supports both basic and advanced screen pop capabilities side by side

37. ACCS Salesforce Integration
Utilise Salesforce CRM to Perform Data Directed Routing
During routing perform a lookup of the Salesforce CRM data for additional customer information
customer priority, preferred agent
Enable ACCS to securely logon to Salesforce CRM
Code modules within Salesforce API’s (known as APEX) retrieve the “agent ID” or “Customer Priority” and pass back to Avaya Contact Center.
DIW stores salesforce WSDL URL used to execute API’s
Orchestration Designer Application
assign the contact to the preferred agent
Set priority of contact based on return from salesforce
It is possible during routing to perform a lookup of the Salesforce CRM data for additional customer information to influence the routing of contacts in ACCS. Examples of what this data might be are
customer priority or preferred agent
The connection with salesforce is made possible using a security token retrieved on the creation of a salesforce developer account. This token is added to the Contact Center Configuration application under the Salesforce tab with the username and password of the developer account.
To retrieve the data from salesforce, code is written within the CRM to execute SQL like requests of the data. Avaya provides samples to get developers started that can be tweaked or added to.
This code is known as APEX and the examples provided retrieve the “agent ID” or “Customer Priority” and pass it back to Avaya Contact Center.
Before the request for this information can be added to the workflow applications in Orchestration Designer entries must be added to the database integration wizard application. Here the salesforce apex code WSDL URLs are added and the different data requests are assigned a unique DIW identifier.
At this point what are called host blocks can be added to the workflow applications in Orchestration Designer to retrieve the salesforce information and use it for example to assign the contact to the preferred agent or Set the priority of contact based on return from salesforce.
A detailed step by step white paper is available on how to configure this integration with the salesforce CRM. On the support.avaya.com website search for the name Avaya Contact Center & Salesforce and it has ID
HowTo Paper: Support.avaya.com Avaya Contact Center & Salesforce Integration Solutions

38. Business Problem- Qualifying Customers?
Utilise Customer’s CRM to Perform Data Directed Routing
Thank you for calling
Avaya. Please enter
your Customer Pin 1
Customer number is passed to Salesforce and the account type/status/Last Agent ID can be returned
1 = Priority account
2 = Standard account
3 = Overdue account
4 = Last Agent ID 3
Intelligent Contact Routing based on database lookup
Caller enters Pin Number 2
Web Services
Agent 1
Skill: High Priority
Let’s look at an example of adaptable call handling using host routing.
Another way to assist your agents in responding to a call is to use data from your host computers to assist in DIRECTING the call to the appropriate skillset or department.
For example, a department store or credit card company can use the Host Database to access caller information. By obtaining some preliminary information from their customers, the company can route and treat the call according to these initial parameters set up in the system.
HOST ROUTING example:
The script which is providing treatment and routing instructions for this call directs the customer to enter his account number. <build>
Those digits are collected and that information is sent to the customer’s host computer to determine what type of account it is. <build>
The account type is then sent back to the Switch, and further treatment can be applied to the call based on the added account type information. <build>
The Host Data Exchange interface is intended as a simple way for customers to enable information in host computers to be used to influence the presentation of calls to agents. (Examples: Account lookup reveals an overdue account, account history shows the particular agent the caller has dealt with before, or the language preference of the caller is stored by CLID in the host)
Customer
Database
ACCS Delivers the above capability usings its on board Database Integration (DIW) Capabilities connected via Web Services to Salesforce API’s

39. Developer Connect Support
ACCS Open Interfaces Support
Expanding Options for Business Integration
Open Interfaces
ACCS 6.4
ACCS 6.4 FP2
Developer Connect Support
Real Time Statistics Multicast(RSM) used for onboard & 3rd party wallboards and customer displays
Supported
Yes With Certification
Real Time Data Interface(RTD) used for 3rd parrtwallboards and WFO
Data Directed Routing used for CRM, ERP & Customer Web Services integration (HDX and DIW)
ODBC and JDBC access to ACCS Database – Read Only used for Data Mining and Data Mart
Yes with Certification
Multimedia Advanced Services - integration to external applications for credit card masking, translation services on incoming
User Administration Open Interfaces – used to query/add/update CC users supervisor and agent acounts inside of ACCS
Avaya use only for ACCS / IP Office UserSync Capability
Not Supported
Call Back Request (CBR) – Onboard customer basic call back capability using ACCS workflows
Salesforce CRM Integration
Agent Desktop Client Side – screen pop of customer details based on CLID, ANI or collected digits inside of Agent Desktop
ACCS 6.4 FP2 Server Side – ability to query Salesforce for Data Directed Routing parameters using DIW and HDX
Roadmap
CCT .NET Interfaces – used to build custom desktops and CTI clients

40. ACCS 6.4 FP2 CCT .NET Interface
Expanding Options for Business Integration
ACCS 6.4 FP2 shall support the following ACCS Open Interfaces:
CCT .NET SDK –
For Migrations from AACC/ NES on CS 1000, existing CCT based client applications will be supported on ACCS
Simple Examples of how and what to use the ACCS CCT .NET Interfaces
Example 1- Custom desktop client integration – where CCT is directly integrated to an existing windows based application that allows agent and call control to be embedded into a client
Example 2 Server Side Integration – where a custom CCT client is developed to monitor a number of end-points. This is typically used when integrating with some CRM vendors to communications enable an agent’s CRM client (i.e., CCT events are pushed from the CRM server to each client).

41. ACCS Historical Reporting
Agenda
ACCS Historical Reporting

42. If you cannot Measure it, You cannot Manage it
On Board Managment and Reporting Applications
Capture comprehensive contact information to understand and trouble-shoot operations
Use holistic report statistics for making business decisions
Combine information from various sources easily
Publish management or client contact center reports easily - even on the Web
Adapt business rules easily and quickly
Comprehensive management tools – both real-time and historical – help you keep track of your performance to respond immediately to improve service and help you run your contact center more effectively than ever.
Using either a Microsoft Windows interface or a Microsoft Internet Explorer browser, managers and supervisors can accurately track contact center performance and the level of support provided by individuals and groups of agents. For example, the system’s real-time tools make it easy to adjust staffing levels in peak periods.
ACCS delivers up-to-the-second information to agent and supervisor PCs, as well as to wallboards and other applications.
Real-time data can be presented in the best format, graphical, tabular or a combination, to help your managers react immediately to changing circumstances, adjust skillsets and staffing levels, or reroute calls to deploy other networked resources - all to maintain the highest levels of customer service. Your business has the choice to access this complete set of management tools using either desktop clients or a Web browser.
Equally important are ACCS comprehensive historical reports, which allow managers to analyze trends and performance levels over varying periods of time so your business can keep pace.
The system offers an extensive range of standard report formats - more than that managers require
You can, for example, obtain complete data on a single call, ( call by call reporting) fully documenting the customer’s experience in one interaction. Or you can get current data on the performance of your contact center as a whole, gaining the intelligence you need to make crucial business decisions.
 You can also create custom management reports – using standard SQL (Structured Query Language) report writers such as Crystal Reports or Excel – to assess agent performance, changing traffic patterns and the utilization of specified contact center resources. The intelligence these reports provide helps you control operating costs, generate additional revenues and, most important, enhance service to callers.
Using industry-standard report writers and open database connectivity, your valuable contact center information can be merged with other corporate data for a complete view of customer relationships. Custom reports can be published in any form, including via the Web for easy access.
We also offer a contact center solution targeted to those companies who want to take advantage of skill-based routing but would like a more simplified management interface.

43. ACCS Historical Reporting
How is your Contact Center Performing?
Provides Reporting Data on Contact Center Performance and Configuration
Provides the ability for Contact Center Supervisors to measure and manage resources.
Maximize customer satisfaction and agent performance
Pre-Defined Reports “out of the box”
The system provides 49 pre-defined report templates that are ready for customer production systems.
No additional license costs !.
Access Controlled
Administrators can control the reports that are available to individual supervisors
Administrators can also control that data that is visible to the supervisors (partitioning).
Highly Customizable
In our sample data most contacts are routed to the skillset using a single application however it is possible for an application to queue contacts to multiple skills and the values between a single skill and an application will differ. If general matching of contacts on application and skillset reports is required it will be necessary to filter the skill reports to all skills an application queues to.

44. ACCS Historical Reporting
Reports grouped into easy to use Functional Topics
Agent Performance (16)
Performance of agents across skillset types and time intervals
Multimedia Reports (6)
Information on multimedia channels
Outbound Reports (5)
Information on outbound campaigns
Contact Summary Reports (7)
Detailed information across agents and skills
Agent Performance – Performance of Agents including Performance within a Skillset and Application
The Contact Summary report – Summary of each contact routed through the contact center and Agent DN calls.
Includes contacts that are Abandoned before reaching an Agent.
Call-By-Call report – Detailed data of the individual events that occurred for a contact.
Others – Reports related to the resources involved in the routing of contacts (i.e. Skillsets, Applications, CDNs, DNIS, etc)
Private Templates – These custom templates can be shared in an optional Report Group making them available to all.
Call-By-Call Reports (1)
Extremely detailed historical report
Configuration Reports (4)
Configuration settings of ACCS
Other Reports (10)
Wide range of templates including application abandon delay times, skillset timelines

45. ACCS 6.4.2 Historical Reporting
Expanding the existing 39 Templates
10 additional Historical Reporting templates have been added in this release:
Report Group
Report Title
Agent Performance
Agent Average Calls Per Hour
Agent by Application Performance
Agent Efficiency by Contact Type
Agent Efficiency By Skillset
Agent Short Calls
Configuration
Config- Skillset Properties
Contact Summary
Activity Code by Address
Agent by Address
Contact Duration by Agent
Miscellaneous
DNIS Statistics

46. Addressing New Markets
Agenda
Addressing New Markets

47. ACCS Internationisation and Localisation
Meeting your Multi-Lingual Operations Needs
Supervisor/administrator interface reflects their “preferred language” in their browser
Agents’ interface according to their O/S language locale
ACCS All supported Internationalised languages delivered within single feature pack
Available since June 2014 for 10 Languages
Korean and Japanese coming with 6.4.2
Note that AACC will be localized in Avaya G14 languages. It is important to know that the initial release of 6.4 is English only.
The languages below are planned for delivery in Feature Pack 1(FP1) in June 2014.
Existing customers should stay on SP11 until FP1 is available.
The languages planned are:
French, German, Italian, Russian, Portuguese, Spanish, Simplified Chinese, Traditional Chinese, Korean, Japanese,
ACCS
Italian
PC Locale= Italiano
AAD
English
PC Locale=
AAD
French
PC Locale= Français
AAD
German
PC Locale=
Deutsch
AAD

48. ACCS and Virtualisated Clients
Citrix Deployments
All of the following ACCS elements are support only on Citrix XenApp 6.5
Avaya Agent Desktop(AAD)
Supported as a Citrix published application
Supports Multicast option only for Real Time Displays
Administration and Managment Portal (CCMA)
All other ACCS Onboard Applications are not supported which are
Orchestration Designer (OD), Outbound Campaign Manager (OCMT), Multimedia Manager Administration Utility
All supported IP Office Softphones used for ACCS Agents
Note that AACC will be localized in Avaya G14 languages. It is important to know that the initial release of 6.4 is English only.
The languages below are planned for delivery in Feature Pack 1(FP1) in June 2014.
Existing customers should stay on SP11 until FP1 is available.
The languages planned are:
French, German, Italian, Russian, Portuguese, Spanish, Simplified Chinese, Traditional Chinese, Korean, Japanese,

49. ACCS Home Worker Agent Solution (Telecommuter)
Office
Internet
ACCS
Firewall VPN GW
What needs to be enabled?
Offsite In Server config
Offsite settings in CCMA
SIP
SBC
IP Office
PSTN
Supported on Trunk Types
VPN
AAD
ACCS Home Agent IP Office User
Account
What needs to be enabled?
Power User Profile
One X Portal
IP500
3rd Party “Analog
Residential” Phone-
Non Avaya
ACCS
Agent
Scenario – ACCS Telecommuter Agent works from home using their “Non Avaya” Phone as their audio device
What do they need in in order to be able to function properly from home?
Browser based access to ACCS server through VPN to download and run AAD ( Avaya Agent Desktop)
Login in on AAD as Telecommuter Agent, select 3rd party extension number and establish nailed up call
Supported for ACCS Teleworker/Remote/Offsite Agents

50. ACCS Home Worker Agent Solution VPN IP phone
What needs to be enabled?
Standard Agents
HQ IPSec Compliant VPN Router / Gateway
IP Office
Company
LAN
Firewall VPN G/W
Internet
Remote ACCS Agent IP Office
User Account
What needs to be enabled?
Basic User Profile
IP Endpoint License
AAD
Home Router
IPSec Compliant
Scenario – Remote ACCS Agent Worker works from home using an Avaya IP Phone as their audio device via VPN router.
What do they need In order to be able to function as a Remote Worker
Broadband Connection with minimum speed/B/W specifications as outlined in Avaya IP Office customer documentation
(b) ACCS Desktop AAD connecting back to ACCS inside customer network over VPN
Avaya
96XX H.323
ACCS
Agent
Supported for ACCS Remote Worker Agents

51. ACCS 6.4 Differenciators
Rapid Installation and Deployment Times for First Call and – Users can begin training post Ignition
Achieved target of first call & < 4 hours for all 3 deployment types – DVD, OVA and H/W appliance
Administration Integration
Adding a Supervisor or Agent on ACCS automatically provisions their IP Office telephony account details making them ready for login and use
External Application Integration with Open Interfaces
Web Services, Data Directed Routing, Wallboards
Local and Remote Distributed Agents
Using IP Office SCN capabilities, agents can be fully distributed across multiple sites with single ACCS application
Partner Friendly Product in every way.....