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COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED. 1 SOFT PANEL MANAGER PRODUCT OVERVIEW March 2017 update

SOFT PANEL MANAGER PRODUCT OVERVIEW Manager... · SOFT PANEL MANAGER REALTIME DATA CAPTURE OmniTouch CC Standard Edition - Main real-time statistics processed by CCS are accessible

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COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

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SOFT PANEL MANAGER

PRODUCT OVERVIEW

March 2017 update

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COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

Whether you have a contact center or

another type of business, offer your

managers, supervisors, employees and

agents reliable data for:

Optimized contact center efficiency

Correct strategies rapidly

Focused customer service

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COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

SOFT PANEL MANAGER

KEY VALUES

REALTIME

MONITORING

Adapt your business

strategy according to

Realtime monitoring

DISPLAY

Support several types of

display device for sharing

data with employees

OPERATIONS

easy to deploy manage

and configure

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COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

SOFT PANEL MANAGER

KEY VALUES

Display Contact Center Statistics, IVR Statistics, CRM Statistics …

Display Business Information, Critical Information System Data, any key information

Use a Wall Board Solution as a Communication media to their employees

Support several types of display device

Simplicity in design views

Easy to deploy, manage and configure

Full software solution

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COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

SOFT PANEL MANAGER

SOLUTION OVERVIEW

Software solution for real-time statistic display on wallboards

for Alcatel-Lucent Enterprise Contact Centers

for any Business activity that needs to display business indicators

Three logical components

real-time data capturing

‐ data coming from contact center statistic interface

‐ data coming from customer Information System

data processing

‐ data computation, rendering, format

data display

‐ data push to the displays (TV screen, LED display, Agent Desktop)

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COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

SOFT PANEL MANAGER

ARCHITECTURE OVERVIEW

Soft Panel Server

RTI Connector OmniGenesys Interface OTCS Connector

OTCC-SE GIS OTCS

Busi

ness

Data

In

terf

ace

LED Wallboards TV ScreensIndividual PC

Screen

Business DataBase

Push data (Rest API)

Get data (WS SOAP)

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COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

SOFT PANEL MANAGER

REALTIME DATA CAPTURE

OmniTouch CC Standard Edition

- Main real-time statistics processed by CCS are accessible from Soft Panel Manager

- Interface through RTI Connector which communicates with the CCS installed on the system.

- Each time a statistic is updated, the Soft Panel Manager Server is notified by the RTI Connector.

OmniTouch Customer Service

- Statistic can be manually defined by selecting an object type and a particular metric.

- A request is sent to OTCS at a fixed period to get the value of this stat (polling)

Genesys

- Statistic to be retrieved are manually defined.

- The Soft Panel Manager gets notified by the Genesys Solution on each stat update via a web service (GenesysGIS component).

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COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

SOFT PANEL MANAGER

REALTIME DATA CAPTURE

Business Data from Customer Back-End System

- Soft Panel Manager is ready to get and display data coming from third party systems

- Rest API (software industry standard interface)

- 100% of the customers who implemented the Business Data Interface did it by themselves

- java source code template provided

- correlation between telephony and business statistics/data

- KPIs display in real-time (eg: number of contract signed / received calls)

- better efficiency metrics

- any business metrics display

- stock in the warehouse,

- business applications states, data network state,

- alarms states, alarm display on map,

- any metric or information Customer want to display.

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COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

SOFT PANEL MANAGER

DATA PROCESSING

Several treatments can be applied on captured data

Computation on retrieved statistics and business data

- mathematical functions (all java native mathematical function)

Example: number contract signed / number of calls handled

- number conversions, hour and date formats

Alarms creation

View triggered on a Panel when alarm criteria is reached.

- Example : number of calls greater than 100 calls, then display the group statistic view,

- Example : global campus map is displayed on plasma screen, zoom on a specific area if a fire incident is triggered (Business Data interface)

Email sent when alarm criteria is reached

Sound played on Client side when alarm criteria is reached

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COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

SOFT PANEL MANAGER

DISPLAY DEVICE

Once data are processed, they can be displayed on different display target

LED Wallboards (IP interface)

- Alcatel-Lucent reference

TV screens/Video projector

- The requirement is to get Firefox 28 (at least) web browser running on a PC

connected to the screen

Desktop LED Wallboard emulator

- software emulating on a PC a LED Wallboard

- target is for individual or remote display

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COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

SOFT PANEL MANAGER

LED WALLBOARD DISPLAY

LED wallboards can display textual areas defined and managed in the Soft Panel Manager.

A wallboard is defined by any number of rotating and schedulable sequence

Each sequence is composed by several views. Each view can contain:

Processed data

Special fields

Free text

Wallboards content is managed by the Supervisor.

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COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

SOFT PANEL MANAGER

TV SCREENS/ VIDEO PROJECTOR

Statistics display is fully customizable on TV screens/Video Projector

View creation through Web Interface (pure HTML interface)

Graphical widgets to compose the views

“View copy” to simplify the views duplication

Background is easy to manage/import

Message and views scheduling and display

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COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

SOFT PANEL MANAGER

WIDGETS FOR TV SCREENS/ VIDEO PROJECTOR

Miscellaneous Widgets are available to compose the views

3D/2D bar chart (horizontal, vertical) widget,

Line chart widget (a 1H to 24H history is kept for any metric used in line chart widget)

Pie chart widget,

Textual areas widget (text message, textual Business Data)

Circular gauge widget

Horizontal gauge widget

Table widget

HTML area widget (display any URL, including flash web site)

Barometer widget (image changing according threshold)

Agent widget (Standard Edition only)

Smart Table Widget

Image widget

Time widget

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COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

SOFT PANEL MANAGER

DESKTOP WALLBOARD

Statistics display up to the agent seat/computer

same feature than the LED wallboard, LED wallboard emulation

remote worker, complex room configuration, spread agent location, …

Real time metrics delivered on agent desktop

Messaging to agent desktop sent by supervisors

Real-time information colors can change depending on value

Multicolor, multi-line display, transparency

Display managed through Soft Panel Manager Interface

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COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

SOFT PANEL MANAGER

RELEASE 6.6 – ECOSYSTEM COMPLIANCE

SOFT PANEL

SERVER

SOFT PANEL

CLIENT

3rd PARTY

PRODUCTS

ALE

PRODUCTS

• Windows 2007 x64, Windows Server 2008 R2 x64 or 2012 x64

• Firefox 28.x, Chrome 48, IE 11 (*)

• Java SE 6 (only for Desktop Wallboard)

• Genesys Integration Server > 7.2

SERVER

PLATFORM• Dual Core 2.4 GHz processor, 4GB, 50 GB free space

• OTCC-SE : from CCS 10.2.92.0

• OTCS : from Release 8.2 Update 488

(*) minimum release level

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COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

ORDERING

• Soft Panel Manager for OTCC SE -> ACTIS

• Soft Panel Manager for OTCS -> upon request to [email protected]

Soft Panel Manager with

5 connections

Soft Panel Manager Additional Connections

from 5 to 30

Soft Panel Manager

up to 30 connections

Soft Panel Manager with

5 connections

Soft Panel Manager Additional Connections

over 30

Soft Panel Manager

Over 30 connections

LIMITS

150 concurrent connections per Soft Panel Manager (Panel PCs, TV screens, plasma screens, desktops or Wallboards)

PREREQUISTES• OTCC SE -> RTI (Real Time Information) license

• OTCS from R2.1 -> API Management Level (Server integration) - ALEN8703 (per agent)

PRICING MODEL

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COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

RTI interface • 1 Connection per Soft panel manager

Type of wallboards

Number of simultaneous connections• 1 connection per display connected

ACTIS QUOTATION TOOL

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COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

LAB & DEMO OFFER

LAB & DEMO PROG. TRY & BUY QUOTATION SUPPORT

SOFT PANEL MANAGER

95% (GG42) 45 days ACTIS SASdiscount 100%

Use the Special Discount Request (SDR) process to order your Lab and Demo system(s)

Complete the field “Opportunity number” with “labdemovoice”

This field is mandatory to benefit from the special conditions

To get Support associated to your demo equipment

Solution Premier Service (SPS): you have to create an e-Service Request and provide the SPS contract number

Specific Application Support (SAS): you have to create an e-Service Request and provide the SAS contract number

ORDERING PROCESS

PROGRAM

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COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

MATERIAL & DEMO

https://businessportal2.alcatel-lucent.com/soft-panel-manager-installation-service-pack

https://businessportal2.alcatel-lucent.com/soft-panel-manager-0

https://businessportal2.alcatel-lucent.com/core-and-shelf-applications-compatibility-matrix

Compatibility MatrixInstallation Service PackTechnical Datasheet

http://edemo.al-mydemo.com/

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COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

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