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© 2006 GDS Partners Page 1
Adding Asterisk based Voicemail, Voice Recording and Voice Conferencing
into Genesys Contact Center
Boris Zolotarev, [email protected]
© 2006 GDS Partners Page 2
Boris Zolotarev GDS Partners, Genesys Practice Manager Presenter, Q&A discussion
Agenda ■ About GDS Partners ■ Introduction to Asterisk platform ■ GDS Aster isk adapter for Genesys:
– GDS Voicemail Solution with Unified Messaging (Enterprise solution with Outlook Phone) – GDS Voice Recording Solution – GDS Conferencing Solution – Other solutions
■ Summary
© 2006 GDS Partners Page 3
■ About GDS Partners ■ Introduction to Asterisk platform ■ GDS Aster isk adapter for Genesys:
– GDS Voicemail Solution with Unified Messaging (Enterprise solution with Outlook Phone) – GDS Voice Recording Solution – GDS Conferencing Solution – Other solutions
■ Summary
About GDS Partners
© 2006 GDS Partners Page 4
■ Professional services and application development company ■ 10 years of experience ■ Genesys and Asterisk focused, InterWorks partner ■ In process for Gold Certified Genesys Suite Partner ■ Dual shore business model ■ Strong process and methodology
– Cost savings – On time, on budget project delivery – Faster time to market due to effective resource usage – Rapid response to a constantly changing technology
Who we are
© 2006 GDS Partners Page 5
■ Web Application development experience ■ Consulting related to Genesys solutions
• VoiceXML development • Routing development • Custom Agent Desktop Applications • Custom Reporting Solutions • Custom development using Genesys SDKs
■ Interaction Management Systems Product Development • Asterisk Adapter for Genesys
– Voicemail – Voice Conferencing – Voice Recording and more
• GDS Outlook Phone ■ Enterprise Solutions Product Development
What we do
© 2006 GDS Partners Page 6
References
© 2006 GDS Partners Page 7
■ About GDS Partners ■ Introduction to Asterisk platform ■ GDS Asterisk adapter for Genesys:
– GDS Voicemail Solution with Unified Messaging (Enterprise solution with Outlook Phone) – GDS Voice Recording Solution – GDS Conferencing Solution – Other solutions
■ Summary
Introduction to Asterisk platform
© 2006 GDS Partners Page 8
What is Asterisk?
■ Open source software switch
■ Use of the shelf hardware
■ Works with Dialogic, Digium and other TDM cards
■ Broad list of features to bring into the Genesys world
■ Runs on Linux
■ Low cost of ownership
■ Large development community
■ Wide market adoption
© 2006 GDS Partners Page 9
The PBX Core:
PBX Switching, Application Launcher, Codec Translator, Scheduler and I/O Manager
Cha
nnel
s A
PI
App
licat
ions
A
PI
Cod
ec
Tran
slat
. API
File
For
mat
API
Com
mon
re
sour
ces
CD
R
driv
ers
SIP IAX2 H.323 ISDN
VM Dial Conf
Queue
GSM Law MP3
G.723
wav alaw gsm mp3
AGI
Conf.
Featur.
CVS Unix
ODBC Free TDS
Asterisk architecture
§ Modular design
§ Flexibility
§ Telephony hardware and technology abstraction
© 2006 GDS Partners Page 10
■ About GDS Partners ■ Introduction to Asterisk platform ■ GDS Asterisk adapter for Genesys:
– GDS Voicemail Solution with Unified Messaging (Enterprise solution with Outlook Phone) – GDS Voice Recording Solution – GDS Conferencing Solution – Other solutions
■ Summary
GDS Asterisk adapter for Genesys
© 2006 GDS Partners Page 11
Asterisk Software Switch
GDS Asterisk adapter overview
§ Low cost of ownership § Large development community § Administration and maintenance of
the solution with minimal effort using Genesys CME, SCI, GCN Web
§ Stand-by redundancy (not full HA) with Genesys
§ SNMP enabled § Unified messaging § Fast and easy deployment into
existing Genesys environment
Out
boun
d
Ente
rpris
e R
outin
g
GIS
Se
rver
Wor
kfor
ce
Man
agem
ent
Rep
ortin
g
E-mail Fax Phone Mail Web Wireless
…
GDS Asterisk adapter for Genesys
Voicemail Conferencing Recording IVR server
MOH server
Genesys Framework
© 2006 GDS Partners Page 12
Architecture view
IP phones PSTN
Customers
PSTN/VoIP Gateway
Min. req. Genesys Servers: - Framework - Router
IP Phone
Analog Phone
Internet
POTS Gateway
POTS
Analog Phone
GDS Asterisk Adapter: • Voicemail • Conferencing • Recording • MOH server • etc.
Easy deployment into existing Genesys environment
SIP
© 2006 GDS Partners Page 13
GDS Asterisk Adapter with Genesys Product Portfolio
Where to sell it:
§ Existing or new Genesys customer
§ Enterprise customer (Genesys is not required)
§ Environment independent (both VoIP and TDM are supported)
§ Small to large organizations
© 2006 GDS Partners Page 14
Sellable items
§ Separate, stand-alone solutions with Genesys: § GDS Voicemail (per seat) § GDS Conferencing (per port) § GDS Voice Recording § MOH server § IVR server (TTS, ASR) § Fax server
§ GDS Asterisk Adapter for Genesys (includes Voicemail, Conferencing… and is growing)
GDS Asterisk adapter: - Voicemail - Conferencing - Voice recording - IVR server - MOH server
© 2006 GDS Partners Page 15
■ About GDS Partners ■ Introduction to Asterisk platform ■ GDS Asterisk adapter for Genesys:
– GDS Voicemail Solution with Unified Messaging (Enterprise solution with Outlook Phone) – GDS Voice Recording Solution – GDS Conferencing Solution – Other solutions
■ Summary
Extending Genesys with Asterisk platform
© 2006 GDS Partners Page 16
GDS Voicemail Solution overview
§ Voicemail solution with Unified Messaging § Supports Genesys SIP Server, IPMX and any traditional TDM
PBX over Genesys environment § In process for Genesys Gvalidated Application status § Administration and management through Genesys CME and SCI § Three interfaces to manage Voicemails:
– Stand alone web interface – Customized GCN Web – Voice interface
■ Email notification and/or voicemail delivery (WAV file attach) ■ Group and individual Voicemail boxes ■ Popular voice file formats support: WAV, WAV49, GSM
© 2006 GDS Partners Page 17
GDS VM server: - voicemail logic - voicemail manipulation logic (Voice, Web interface) - voicemail boxes - voicemails
GDS Voicemail Solution in Genesys IP environment
IP phones
IP (QoS) network
PSTN
Customers
PSTN/VoIP Gateway
SIP S
IP Phone
Analog Phone
Internet SIP
GIS
Linux, FreeBDS, OpenBDS, OS/X…
Genesys platform
Legend:
Router Genesys Servers
GDS VM Server
© 2006 GDS Partners Page 18
Voicemail box creation and manipulation
§ Application parameters
§ Create individual or group voicemail box using CME only
§ Define email for voicemail email delivery (individual and group voicemail email delivery)
§ Modify voicemail box properties
§ Modify email delivery info
© 2006 GDS Partners Page 19
Voicemail manipulation using Web interface
§ Individual and Group Voicemail manipulation
§ Play, Delete, Forward and organize voicemails within predefined voicemail boxes
§ Directory support
© 2006 GDS Partners Page 20
Voicemail manipulation using GCN Web interface
§ One Log-In to both, GCN Web and Voicemail
§ Voicemail notification
§ Familiar GUI
§ Voicemail manipulation (Play, Delete, Organize, Forward)
§ Individual and Group voicemails
§ Unified Messaging
© 2006 GDS Partners Page 21
Contact Center Architecture • Thousands of agents across the country • Existing Load Balancing and On Premise
Genesys Enterprise Routing Solution
Business drivers • Move away from Legacy TDM PBX • Reduce cost • Converging Telecom and Data networks • Enable new applications and services
(Unified Messaging, remote agents etc.)
Solution • Genesys SIP CS on premise • GDS VM Solution for Voice Mail and
Unified Messaging • Integration with SIP IVR
Reference architecture: A large US financial institution
Stat Server
PSTN
IP (QoS) network
SIP IVR
URS
Network T-Server
Network IVR
Enterprise TDM
“Legacy” agents IP based agents
Enterprise IPCC
VoIP Gateway
ERS ERS
Remote agents
SIP CS
Legacy PBX
GDS VM
© 2006 GDS Partners Page 22
GDS Voicemail with GDS Outlook Phone
§ Handle incoming and outgoing calls from MS Outlook
§ Standard agent desktop functions (ready/not ready, call, hold, transfer, conference …)
§ Have a record per each call with all call related data, organized in email-like folders
§ Prepare and schedule calling lists
§ Take advantage of your existing address book to identify the calling party (Caller Info Screen Pop)
§ Report on Answered, Dialed, Missed Calls
§ Review Call notes
§ Handle Voicemails from MS Outlook (voice, email attachments)
© 2006 GDS Partners Page 23
Sales Tools
Sales Tools Availability GDS Voicemail - Product Sheet Available on http://www.gdspartners.com
GDS Voicemail - Scaling Recommendation Available, request at [email protected]
GDS Voicemail - Presentation Available, request at [email protected]
GDS Voicemail - On-Line Demo Available, schedule at [email protected]
GDS Voicemail - User Manual Available on http://www.gdspartners.com
GDS Outlook Phone for Genesys - Product Sheet Available on http://www.gdspartners.com
GDS Outlook Phone for Genesys - Demo Movie Available on http://www.gdspartners.com
© 2006 GDS Partners Page 24
■ About GDS Partners ■ Introduction to Asterisk platform ■ GDS Asterisk adapter for Genesys:
– GDS Voicemail Solution with Unified Messaging (Enterprise solution with Outlook Phone) – GDS Voice Recording Solution – GDS Conferencing Solution – Other solutions
■ Summary
Extending Genesys with Asterisk platform
© 2006 GDS Partners Page 25
GDS Voice Recording Solution overview
■ Administration and Management through CME and SCI ■ Two ways to define recording rules (routing strategy level or
directly from a recording solution) ■ Option to automatically e-mail recorded interactions and/or
return it back into Genesys for further processing ■ Two interfaces to manage recordings:
– Stand alone web interface – Customized GCN Web
■ Record on demand or auto record based on various rules ■ Supervisor functions (View, play, delete recording; Define
recording rules; Real-time interaction monitoring) ■ API for integration with third party applications
© 2006 GDS Partners Page 26
GDS Voice Recording Solution in Genesys IP environment
IP phones
IP (QoS) network
PSTN
Customers
PSTN/VoIP Gateway
SIP S
IP Phone
Analog Phone
Internet SIP
Linux, FreeBDS, OpenBDS, OS/X…
Genesys supported platform
Legend:
Router Genesys Servers GDS Voice Recording
Server
Recording server is out of the voice path for calls that are not recorded
© 2006 GDS Partners Page 27
Agent View
§ Familiar GUI
§ History view with recorded interactions
§ Listen to recorded interactions based on agent role
© 2006 GDS Partners Page 28
Supervisor View
§ Search, View, Play, Delete, recorded interaction
§ Real-time interaction monitoring
§ Agent level definition on what interactions can be accessed
© 2006 GDS Partners Page 29
Sales Tools
Sales Tools Availability GDS Voice Recording Product Sheet Available on http://www.gdspartners.com
GDS Voice Recording Presentation Q2
GDS Voice Recording On-Line Demo Q3
GDS Voice Recording User Manual Q2
© 2006 GDS Partners Page 30
■ About GDS Partners ■ Introduction to Asterisk platform ■ GDS Asterisk adapter for Genesys:
– GDS Voicemail Solution with Unified Messaging (Enterprise solution with Outlook Phone) – GDS Voice Recording Solution – GDS Conferencing Solution – Other solutions
■ Summary
Extending Genesys with Asterisk platform
© 2006 GDS Partners Page 31
GDS Conferencing Solution Overview
■ Enterprise Voice Conferencing Solution ■ Could be administered through Genesys SCS ■ Cost effective, feature rich voice conferencing:
– VoIP and TDM support – Multiple conference types – Intuitive web interface – Various conference attributes – Advanced business logic – Conference recording and playback – Automatic email notifications and reminders – API for custom development or integration into
existing systems
© 2006 GDS Partners Page 32
Main page, user management
§ User role based privileges
§ View and access information quickly
§ User management
§ Contact management
§ Easy import of existing contacts
© 2006 GDS Partners Page 33
Conference management
§ Easily search, view, edit conferences
§ Define conference attributes
§ Define participants and their attributes
§ Define conference recurrence
§ View available resources when creating or editing a conference
© 2006 GDS Partners Page 34
Sales Tools
Sales Tools Availability GDS Conferencing - Product Sheet Available on http://www.gdspartners.com
GDS Conferencing - Presentation Available on http://www.gdspartners.com
GDS Conferencing - On-Line Demo Available on http://conferencing-demo.gdspartners.com
GDS Conferencing - User Manual Available on http://www.gdspartners.com
© 2006 GDS Partners Page 35
■ About GDS Partners ■ Introduction to Asterisk platform ■ GDS Asterisk adapter for Genesys:
– GDS Voicemail Solution with Unified Messaging (Enterprise solution with Outlook Phone) – GDS Voice Recording Solution – GDS Conferencing Solution – Other solutions
■ Summary
Extending Genesys with Asterisk platform
© 2006 GDS Partners Page 36
Other solutions ■ IVR solution:
– Call treatments – Collect digits – Interaction with database and third party applications – TTS via Festival – Open source ASR – Open source VoiceXML support
■ Music On Hold server ■ Fax server
– Send and receive faxes – Fax delivery via email (TIFF, PDF)
© 2006 GDS Partners Page 37
■ About GDS Partners ■ Introduction to Asterisk platform ■ GDS Asterisk adapter for Genesys:
– GDS Voicemail Solution with Unified Messaging (Enterprise solution with Outlook Phone) – GDS Voice Recording Solution – GDS Conferencing Solution – Other solutions
■ Summary
Extending Genesys with Asterisk platform
© 2006 GDS Partners Page 38
Summary
Benefits: ■ Cost effective ■ Scalable ■ Feature rich ■ Integrated with Genesys (or
stand alone) ■ VoIP or TDM environment ■ Large target population
Solutions: ■ GDS Asterisk Adapter:
– Voicemail – Voice Conferencing – Voice Recording – MOH Server – Fax server – IVR Server
■ GDS Outlook Phone
© 2006 GDS Partners Page 39 Boris Zolotarev, [email protected]
Thank you! Discussion
For more info or live demo: