Call Center Operation

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Call/Contact Center Operations

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Today's Agenda

History of Call CenterCall/Contact Center Overview Technology Agenda

Solutions for Call CenterImplementation in Pakistan


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History of Call Center

The Evolution of Call Center Collaboration at Cisco


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The Evolution of Call Center

is AVVID


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Collaboration of Cisco

• Cisco call/contact center collaboration services are known as “Cisco Live!” • “Cisco Live” suit is deployed enterprise-wide to many internal and external contact center, including the Technical Assistance Center • 1000+ agents utilizing collaboration services with both internal and external participants• Last but least AVVID (Architecture for Video, Voice and Integrated Data)


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Call/Contact Center Overview

Our Main Concern

Types of Call Center

• Inbound Call CenterAn inbound centre is one that handles calls coming in from outside, most often through toll free numbers. These calls are primarily service and support calls, and inbound sales

• Outbound Call CenterThe success of the Outbound Call Centers depends on the extensive experience, technological solutions, quality assurance programs and commitment to customer service excellence that

further ensures maximum results from the direct marketing efforts


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Technology Agenda

A Closer Look Advantages of IPCC


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Traditional PBX

Call Processing

LineConnections

TrunkConnections

Switching=

PBX Components

Data Switch (PoE – 802.3af)

Router/Gateway

Call Manager

Main Components for Call Center/IP Telephony communication


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Data Switch (PoE – 802.3af)

Router/Gateway

Call Manager

CallManager

Revolutionize communications with personal call rules, speech recognition,enhanced text-to-speech, and IP Phone Productivity Services With CallManager

Data Switch

Data Switches are provide the interconnectivity between different devices

Voice Gateways

Voice gateway is used as the PSTN voice gateway. The voice gateway is responsible for converting TDM speech to IP and for recognizing DTMF digits and converting them to

H.245 or RFC2833 events

Hardware Considerations

Media Convergence

Server


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Software Considerations

Call ManagerCisco Unified CallManager software is the call-processing component of the Cisco Unified Communications system. It is a scalable, distributable, and highly available enterprise IP telephony call-processing solution

CallManager

ACD

ICM

CVP

IVR

Codec

Trunking/Voice Protocols

IP Soft PhoneICM

ICM stands for Intelligent Contact Management and it runs on Intel P4 machine with single, dual and quad Processors with 2003 server. And SQL server is used for Database connectivityICM is responsible for

• Agent state Management• Agent Selection• Call Routing• Call Queuing• IVR Control• CTI Desktop screen POPs• Control Center Reporting


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CVPCVP is stands for Customer Voice Portal. Basically CVP having the list of Interactive Menuswhich provides the Prompting, Collecting, Queuing and Call Controland the functions of CVP are

• VoiceXML application is provide the communication Bridge between Cisco Gateways and CVP Application Server • CVP is integrated with ICM (Intelligent Contact Management)• It controls the execution Intractive menu like Play Media, Ply Data Menu and collect the information• Support the Multiple Grammar and prerecorded announcements

IVRIVR stands for Interactive Voice Response. Basically provide the Prompting, Queuing and collecting following are the feature of IVR

• IVR is behind the Call Manager and under the ICM software• JTAPI (Java Telephony Application Programming Interface) is the application which used for communication between IVR and Call Manager• SCI (Service Control Interface) is used to communicate between IVR and ICM Server

Let Take an Example


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Note: Agent is available Then ICM instructs the IVR to transfer call to the selected agentthen IVR Requests Call Manager to transfer the call to selected agent


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Trunking or Voice Protocols

• IAX (Internet Asterisk Exchange)• SIP (Session Initiation Protocol)• H.323• MGCP (Media Gateway Control Protocol)

IAX (Internet Asterisk Exchange)

• IAX protocol is basically made for Asterisk VOIP PBX (Private Branch Exchange)• As an alternative to SIP and H.323• It is not the result of standard group , rather a collaborative community based effort • Support single UDP Port (IAX Ver.1) 4569 and (IAX Ver.2)• It controls both Traffic (Voice + Data)

SIP (Session Initiation Protocol)

• Is IETF standard• It is an application layer protocol (Creating, Modifying and Terminating sessions)• Session would be Voice call / Multimedia


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Codec• ADPCM (Adaptive Differential Pulse Code Modulation)• GSM• Linear

Solutions for Call Center


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Solutions for Call Center

• Multi Vendor Vs Cisco IPCC• Multi Vendor Solution• Cisco IPCC(IP Contact Center) Solution


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Multi Vendor Vs Cisco IPCC

WW IP Telephony Shipments: Revenue (Market Share)Q2 CY2005

Source: Synergy Research - Total: 1 B$

3Com3%

NEC4%

Siemens5%

Other9%

Mitel6%

Avaya23%

Nortel12%

Cisco24%

Alcatel14%

Avaya’s “IP” revenue comes from “Converged Telephony” systems

(IP-based call control, but often same old PBX chassis and TDM phones – what’s the benefit?)


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Multi Vendor Solution

PSTN

UK CallManager PAK- CallManager

SIP-Trunk

Ethernet Seg.

Agent 2

Agent 1

Agent 3


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Cisco IPCC Solution


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Cisco IPCC Scenario

1. Call is delivered from PSTN to ingress voice gateway2. Send to Call Manager3. JTAPI sent to ICM4. Run script and find the agent, if agent is not available then

Request send Call Manger5. Then ICM instructs the call manager to transfer call to IVR/CVP 6. IVR Notifies ICM that call is arrived7. ICM instruct to IVR to play interactive menu8. When agent becomes ready9. ICM sends call data to selected agent screen and instruct IVR to the call

to phone agent 10. IVR transfer the call11. Call answer


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Implementation in Pakistan

• Call Center outsourcing• IP Telephony• Cisco IP Contact Center


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What Questions Do you Have ?