1. “Customer Interaction Center”
Ticketing System
Ramya B ( )
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

2. Agenda Project Overview System Overview and Architecture
AIR Implementation
AIC Implementation
Call Routing and Handling
Conclusion
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

3. System Overview & Architecture
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

4. CONTACT CENTER OVERVIEW
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

5. Integration of AIC-AIR
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

6. AIR Implementation
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

7. Pre-requisites of AIR Sun Hardware : v245,v240,Blade 150
Solaris Operating System
IR Software
NMS Telephony Boards (or) VOIP Virtual Card
Oracle 10G
IRD 6.0 Tool
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

8. Why IVR?
The concept behind IVR systems is that the customer is presented with a series of choices from which he or she can choose.
The idea behind automated response is to provide a quick, efficient way for the customer to get the information needed.
For instance, whenever you’ve called your bank to determine your credit balance and used the automated account lookup, which reads your account balance in an automated voice, you’ve used an IVR system.
Automated Response Systems are very cost-effective. They reduce the cost as well as the effort of live agents
Contact centers blend people, processes, and technology into effective solutions that maximize customer satisfaction, cost control, and revenue generation. They maximize the lifetime value of the relationship.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

9. Business Scenario
The business scenario that we are developing is a Ticketing system where the customer can reach the contact center to raise a ticket regarding any problem.
In our application, Caller can be either a new customer or an existing customer.
The customer is requested to enter the ticket number in the IVR if he is an existing customer. The customer would be prompted for phone number if he is a new customer.
Based on the ticket number or the phone number he has entered, we are collecting the customer information from the database and populating the same information on the agent’s screen when the call is transferred from AIR to AIC Agent.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

10. AIR Call Flow WELCOME ANNOUNCEMENT TRANSFER TO STAFF(ENGLISH) HINDI
COLLECT PHONE #
COLLECT TICKET #
ANNOUNCE TICKET#
TRANSFER TO STAFF(HINDI)
TRANSFER TO TECHNICIAN(ENGLISH)
TRANSFER TO TECHNICIAN (HINDI)
LANGUAGE SELECTION
ENGLISH
NEW TICKET
EXISTING TICKET
COLLECT PHONE #
COLLECT TICKET#
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

11. IVR Application
Following is a screenshot of the IVR application we have developed using Avaya IVR Designer tool and we have used Vesp_dip external function for communication with IC.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

12. Vesp_dip
The Vesp_dip is an external function used for data interchange between the Avaya IR system and the VOX Server.
AIC includes a dedicated VOX server that will handle all communications with the AIR (vesp_dip).
AIR will interact with the AIC by mean of TCP / IP Messages exchange.
In VOX Server administration, the AIR IP Address, Port number, Channels & Extensions were configured for the TS to monitor the telephony activities on the AIR extensions.
Vesp_dip functions that we have used in the application are
newcall
setvdu
Transfer
gone
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

13. AIR:AIC Application Integration
The newcall function from AIR notifies Telephony Server when a call arrives, and asks it to generate an EDUID for that call.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

14. AIR:AIC Application Integration
The setvdu function sets or overwrites a single value. The IR passes the name/value pair information to the VOX Server, which in turn passes it to the EDU Server.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

15. AIR:AIC Application Integration
Here we used, setvdu function to set the Ticket Number to the selected Ticket number, and we passed the name/value pair to IC
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

16. AIR:AIC Application Integration
The transfer function transfers a call from the IR to an agent at the specified extension. Transferring the call does not terminate the EDU. The Avaya IR application continues to access the EDU until the gone function is called.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

17. AIR:AIC Application Integration
The gone function notifies the Telephony server that the call has ended, and releases the EDUID.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

18. Code generation/Application Transfer
After developing the application, code should be generated and transferred to the IR server. After transferring the application, Install the application and assign to a channel on the IVR.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

19. Application Assignment
After transferring the IVR application, assign the service for the channels by typing the following command:
“assign serv <service_name> to chan <channel numbers >”
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

20. AIC Implementation
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

21. Components of AIC Servers Design & Admin Database designer
Workflow designer
IC manager
Client 
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

22. ARCHITECTURE OF IC
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

23. Voice Call Flow
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

24. Pre-requisites of AIC Windows 2000/2003 Server (IC) Sun JDK 1.4.2_08
MS SQL Server 2000
Microsoft IIS 6.0
CVLAN Client or Higher
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

25. AIC Databases Repository Database CCQ Database
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

26. IC Manager
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

27. Call Routing and Agent Handling
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

28. Avaya Inc. – Proprietary
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

29. Avaya Inc. – Proprietary
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

30. CALL FLOW Customer dials the number Call lands to vdn 5500
IR application pick up and collects the information in EDU
Transfers the call to workflow(5501) with collected information in EDU
The workflow decides where to route the call based on routing hint
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

31. Adding OCX Component To AIC(Screen POP)
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

32. VDNS & VECTORS VDN# VECTOR# SKILL # DESCRIPTION 5500 14 11
IVR VDN (The call lands here)
5501 15
WORKFLOW VDN (The IR transfers the call here)
5502 16 12
English speaking and new customer
5503 17 13
Hindi speaking and new customer
5504 18
English and existing customer
5505 19
Hindi and existing customer
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

33. Agent Skills Agent ACD ID Extn Queue Skill Value from IR Gulzar 3500
2500
5502
Service desk (English)
# 12
Phone number, Language
Ramya
3501
2501
5503
Service desk ( Hindi )
#13
Satish
3502
2502
5504
Technician (English)
#14
Ticket number, Language
Satishj
3503
2503
5505
Technician (Hindi)
#15
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

34. Avaya Inc. – Proprietary
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

35. Conclusion
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

36. Conclusion
In today’s on-demand market environment, customer satisfaction has become more critical to a successful business than ever before.
Contact centers are trying to operate within ever decreasing budgets while striving to enhance the value of each customer interaction and increase agent efficiency and effectiveness across the whole enterprise.
The Product we have developed has reduced the cost and effort of a live agent by replacing the live agents with the IC agents.
The screen pop we have developed reduces the time needed to get the customer details manually thus improving the customer satisfaction.
Speech-enabled systems, IP contact centers and using the concept of presence in Session Initiation Protocol are some of the Technological enhancements over the traditional contact center.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

37. References www.avaya.com/gcm/master-usa/en-us/pillars/contactcenters
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

38. Thank you
Ramya B
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.
Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.