1. IP Office Contact Center
Technical Feature Overview and Uses Cases

2. Objective of SE/Partner IPOCC Demo Package
Empower the SE and Partner Community to:
Articulate briefly IP Office Contact Center advantage
Build out a IP Office Contact Center Server with initial configuration
Customize initial configuration with demo specific task flows, IVR scripts
Present impactful demo of IP Office Contact Center main functional areas
Agent Experience
Supervisor Experience
Administrator Activities including basic knowledge flexibility to customize all aspect of the system

3. Avaya IP Office Contact Center
28th February

4. Avaya Midmarket Collaboration Solution Simple, Powerful & Affordable
Contact Center
Collaboration
Networking
Security

5. Avaya Contact Center Solutions for IP Office
Avaya Contact Center offers based on Avaya Aura
Avaya Aura Contact Center Suite for Midsize Enterprise (AACC-M)
Avaya Aura Call Center Elite for Midsize Enterprise (Elite-M)
Primary Competitors:
Genesys
Cisco
Interactive Intelligence
Altitude
Suite-based enterprise features (HA, session mgmt.)
Integrated advanced applications
Avaya Contact Center Select
GA June 24
Competitors:
Cisco UCC-X
Interactive Intelligence CIC
Aspect
Shoretel
Genesys Express
Huawei
Etc.
Exciting news for the Midmarket Contact Center space! You should all be well familiar with our current solutions:
– Avaya Aura Contact Center Suite for Midsize Enterprise (AACC-M)
– Avaya Aura Call Center Elite for Midsize Enterprise (Elite-M).
These enterprise solutions were streamlined for the midsize businesses, yet for the smaller midsize partner, the offer was still too big. What do we know about mid market needs? Limited IT staff, a desire to be cutting edge, playing with apps like the big guys, and getting up and running rapidly and simply.
Until now, for businesses running IP Office, Avaya partners could choose contact center solutions from Avaya DevConnect partners. We heard from many customers and partners they would prefer to have a complete solution from a single source… simpler deployment, better integration, common support, developed roadmap solutions.
You asked. We listened. We did something about it! In a couple weeks time you will hear the official announcement. Today, here’s a sneak peek:
– Avaya IP Office Contact Center
– Avaya Contact Center Select
Both support blended multichannel capabilities – voice, , web chat. At the very small end: IPO CC for agents. Slightly larger scale: Avaya CC Select 30: 250 agents. .
Primary Competitors:
Genesys Express
Cisco UCCx
Altitude
Presence
Huawei
Primary Competitors:
Genesys Express
Cisco UCCx
Altitude
Presence
Huawei
Avaya IP Office Contact Center
GA Feb 28
Multi-channel
Primary Competitors:
ShoreTel
Voxtron (BT)
Altitude
Presence
Contact Center Solutions for IP Office
Voice 5 30 50
100
250
400
© 2012 Avaya Inc. All rights reserved.

6. What Are We Launching? Avaya Contact Center Solutions for IP Office
Multichannel Innovation Built for Small and Midsize Business.
Customers and prospects
Inbound
Small and midsize Business
Orchestration of phone, , SMS text, outbound and video inbound and outbound interactions – all from one platform
Avaya 360° Customer Experience:
Makes it simpler to engage proactively – reducing time, effort, steps
Makes it easier for customers get things done via their chosen device. Quickly, consistently, accurately.
Is easier to manage customer engagement across geographies, teams, processes, systems
Not just for a few customers or interactions, but for every customer, every interaction, all devices and media
The Result? Tie back to results…
Gain Customer insights
Opportunities to delight customers
Influence decisions, opinions
Create CLV
Outbound
Build Satisfaction & Loyalty…
Build Lifetime
Value…
One Interaction
at a Time… 6 6

7. IP Office Contact Center Powerful features
Real time & historical reports
/web/voice transactions
Powerful, customizable agent desktop
click to call, multichannel view etc
Call recording for every Agent and Supervisor
Improves agent performance, eliminate conflicts
Built in IVR promotes self service
Reduce agent handle time
Supported in US, Canada, UK, Australia, New Zealand, India (English only)

8. IP Office Contact Center Configuration Options Sold as software – ISO or OVA
Agent Capacity
Add to IP Office
IP Office Contact Center Server
IP Office Server Edition
Up to 100 agents at up to 32 nodes
supported by the primary server
PROVISION Additional Hard Drive on SE Server
Contact Recorder
Partner-Supplied Server
Windows 2008R2 or 2012 R2 Server
Minimum hardware requirement
Intel Xeon E3 Quadcore 3.1 GHz
8GB DDR3 ECC
1 x Seagate ST500DM002 – 500GB formatted capacity, 7200 RPM, 16MB cache, SATA interface, RAID1
RAID controller (Intel C202) onboard
1 x 1GB NIC
Sample servers
Dell D210/220
Fijitsu PrimergyTX1000S3p
IP Office 500v2
Up to 30 agents at a single site
(no multisite contact center support over SCN)
ADD Partner-Supplied Application Server
2 x hard drives
VMPro

9. IP Office Contact Center Terminology
Task - Represents a customer telephony call, or chat
Topic - Media independent route point, essentially a virtual device that can receive multiple, simultaneous calls for redirection via a Task Flow. Tasks are queued at the Topic level first.
Task Flow (Call Flow) – A progression of steps to determine the routing of a task coming into the Contact Center. This “script” contains a beginning, logical steps based on system and call specific elements and a destination. This is presented graphically in the contact center system.
Agent Group / AG – Provides destination point for tasks in which agents can log into to receive the tasks. The system accepts the task as a Topic which follows the task flow ultimately sending the task to a free agent in the agent group.
Team - A list of agents configured in a team, used for reporting
Wrap Up – Equivalent to After Call Work, it is the time an agent uses to complete work between calls
Text Block - Homogenized responses for increase productivity. Once created, Text Blocks can be used in templates or assigned to Topics and be offered to agents when editing a message belonging to that Topic

10. System Configuration & Setup
1. Step
Collect the customer data in an Excel template
2. Step
Install software
3. Step
Import the customer data and test standard features
Custom Setup
Make customer specific configuration
Core System:
Windows MSI setup unattended or VM-Ware template
Clients:
Windows MSI setup unattended
Depends on
The software will be installed with Windows standard setups (MSI) routines bundled in setup wizard.
Excel
The system configuration will be defined in a special prepared Excel file according to the customer requirements
The collected system requirements will be imported. The system is operable and can be tested with standard call/task flows and standard announcements.
Clean System
About 1 h for 20 Agents
According to the business process of the customer the call/task flows will be implemented via the Phoenix drag & drop task flow editor and the IVR editor
IP Office
Contact
Center
Depends on the customer requirements

11. Step 3 - Easy Tools to Deploy Initial System Based on Customer Needs
Customer Data input spreadsheet
Task Flow Layouts

12. Agent Desktop Features and Functions

13. Agent Applications
Home – Landing page after login. Contents is configurable with a subset
of real time statistic elements
Telephony - Application where Agents process calls and view customer information. Can preform actions like pickup calls from other Groups and topics; review and call back abandoned calls
- Application where Agents process s
Chat - Application where Agents process chats

14. Agent Screen – Customized View
Customize to Team or Agent Group standards
Add real time information relevant to Task Flows and Skills
Personalize the Agent User Interface

15. Agent User Interface – Minimized view
Agent Status per Task
Task type – Audio, , Chat
Sidebar View
Minimizes as a fully functional side bar allowing for other PC work to continue
Expand, contract or maximize to larger User Interface as needed
Expanded View
Full Call Control

16. Agent User Interface – Telephony View
Full agent control:
Sign in/out Agent Groups
View history
View Customer Details
Customizable to define size and information visible
Access to available Tasks and Media functions
Organize views in tabs and make use of hyperlinks
Integrated Internet Explorer option for Call Data driven searches and/or access to web ticketing

17. Processing
Answer, create, postpone and forward Integrated address book Text blocks definable to assure high quality answers and speed Channel prioritization and definable workload per Agent

18. Agent User Interface – Chat View
Integrated Chat
Answer, create, postpone and forward
Auto respond with Pre-Defined Text messages to assure high quality answers and speed
Integrated address book and customer database
Channel prioritization and definable workload per Agent

19. Agent Desktop Live Demo
Show Agent Interface and explain the functional areas
Show incoming task by dialing 4301 for sales ot 4357 for IVR Choice
Answer call, show details on the screen and customer history detail in pull down area
Show HTML panel – select tab below main screen
Re-dial from know phone number in customer database and show Google search and describe CRM/other app idea
Show IM coming in by using web interface or one-Xportal to send IM to Sales
Switch to IM panel and converse with “customer”
Complete IM
Show by sending to sales (using server based sendmail script)
Move to panel and converse with “customer”
Complete the and return to Telephony screen

20. Supervisor Desktop Features and Functions

21. Supervisor Applications
Real Time Information – View, manage & configure real-time Contact
Center statistics
Reporting - Manage, configure & view historical, counter based
Contact Center statistics
Agent Status Report - Configure & view statistical information about
agent activities that are not concerning call or handling.
Contact Details Report - Configure and view statistical information about
single contacts (calls or s).

22. Supervisor User Interface
Supervisor can remotely log on/off and sign on/off agents from Agent group (remote functions)
Supervisor silent monitoring
Fully customizable, Feature rich interface
Coaching functionalities
Reports comparable with integrated reports like CMS
Pickup and delegate calls

23. Real Time Information Overview of contact center status
Individual monitoring screen with integrated telephony function
Information available for agents, team leaders and supervisors
Waiting queue of all tasks including & Chat
Service level information

24. Real Time Data Agent state per Agent Group/Team
- Integrated Telephony functions
- Remote login/logoff, sign on/sign off
Waiting queue of all channels including
s and Chats
- Lists of waiting calls/ s…
- Service level
- Thresholds

25. Statistics Counter based reports Call based reporting
Configurable parameters per report
Timescale
Duration
Counter type (agent, topic, media)
Report type (manual, automatic)
Individual reports
Predefined Reports
Call based reporting
Contact evaluation
Customer history
Agent history

26. Historical Reporting Statistics
Counters available for topics, agents, AG, team, …
Export to Excel (optional automatic use of customer defined macro) csv, pdf, rtf
Send Reports via
Output with defined resolution (minutes, hours, days, weeks … )
Defining of period (start stop, day of week)
Scheduled (automatic) or cyclical statistics

27. Agent Status and Contact Details
Agent Status Report: Non-Task related events
Contact and Customer Details Report

28. Supervisor Interface Live Demo
Select Supervisor view and describe panel and functional areas
Que up calls and show realtime information

29. System Call Handling Operational Overview

30. IP Office Contact Center Inbound Call Handling Overview (Topics and Call Flows)
Call is received via IPO and forwarded to IPOCC via SIP extension.
Incoming customer calls/tasks trigger a Topic by using the Topic designation (e.g. Sales = extension 7000, or chat to
IP Office Shortcode (e.g. 70XX) redirects the call to the IP Office Contact Center
and Chat use internal SMTP and Chat client services
Each Topic is linked to a Call or Task Flow
Task Flows determines the routing of the call or task
Task Flows have a start, routing logic and a destination
Destinations are Agent groups, External Destinations, IVR, other topics, etc.

31. Topic; Agent Group; Agent Configuration Demo

32. Administrator Screens Features and Functions

33. Administrator Applications
Configuration - Configure main
Contact Center elements
Dialer - Configure outbound dialer
jobs & campaigns
UI Configuration - Configure &
assign Contact & Menu Bars,
Home & Telephony features
- Configure (UMR) core
components
Task Flow Editor - Configure Contact Center routing rules
Text Blocks - Configure blocks of text
used for auto reply templates
IVR Editor - Configure IVR scripts,
Announcements & user response
Address Book - Configure address
book access and availability to

34. Administration Landing Screen
Aggregated contact center services and elements (per tab)
Configured system connections and system services
Define Agent, Agent Groups, Teams and Topic views
Set country and manage customer data base
Define and manage announcements

35. IP Office Contact Center Topic Configuration
Change picture
Topic are associated tasks by
Extensions for telephony i.e. 4357
addresses for Tasks
Instant Message IDs for Chat
Topic are used to present tasks to a call flow associated with the topic
Unlimited Topics can be defined
Set Skill levels needed for topic
Set routing order and availability

36. IP Office Contact Center Agent Group Configuration
Change picture
Thousands of agent groups can be defined (5-10 are commonly used)
Each agent can be member of up to 120 agent groups (per media type)
Each Agent has its own level or priority assigned to the agent group (1-60)
Distribution rules for an agent group: - priority - in the same priority level: longest idle time
Agent Groups are the destination for topics after call routing logic is complete, tasks are queued and presented to agent when available.

37. IP Office Contact Center Agent Configuration
Any number of agents can be defined, but only the licensed number can be active
Assign Agents to Agent Groups and teams
Set agent multi-channel access
Set agent skill level
Each agent can be member of up to 120 agent groups (per media type)
Set priority level for assigned groups
Define privileges and authorize access to system elements such as topics

38. Task Flow Editor Task Flow Menu
Choose
Destination
Define Condition!
Identify
Source!

39. Task Flow Editor Example Structure
Change picture to call flow from training session/demo setup

40. IP Office Contact Center Interactive Voice Response (IVR) Overview
Self Service Component (IVR) with a graphical script editor built in
Touch tone (DTMF) capabilities by default. Text-to-Speech available from Microsoft or can use Nuance with additional cost (Speech Recognition can be done via Nuance)
Access to standard ODBC enabled data bases
Option to play plain announcements only (non interactive, no touch tone)

41. IVR Editor Graphical tool for built in Self Service Component (IVR)
Announcements (.wav) PCM-coded
DTMF recognition (also: fax recognition)
Voice messages
record (silence detection)
, delete
Routing
Access to ODBC enabled databases
Drag Drop elements to build highly productive and sophisticated IVR interaction using recorded or Text to Speech Announcements, data base queries, system or call specific events and much more

42. System Configuration Live Demo

43. IP Office Contact Center Solutions – Sales Track
Log in using SSO credentials
Pre-requisite: IP Office SME sales credential.
Earned by completing on line assessment 2S00010A.
IP Office Contact Center Course:
2M00100O Selling Avaya Contact Center Solutions for IP Office
Duration: 1 Hour
Online Tests (to earn APSS – IP Office CC Sales Credential)
2M00001A Selling Avaya Contact Center