Avaya Aura Contact Center Elite
Upcoming SlideShare
Loading in...5
×
 

Avaya Aura Contact Center Elite

on

  • 1,861 views

Avaya Aura Contact Center Elite

Avaya Aura Contact Center Elite

Statistics

Views

Total Views
1,861
Views on SlideShare
1,848
Embed Views
13

Actions

Likes
2
Downloads
130
Comments
0

1 Embed 13

http://abnetkb.com 13

Accessibility

Categories

Upload Details

Uploaded via as Adobe PDF

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

Avaya Aura Contact Center Elite Avaya Aura Contact Center Elite Presentation Transcript

  • © 2011 Avaya Inc. All rights reserved. 1 Avaya Contact Center Elite
  • © 2011 Avaya Inc. All rights reserved. 2 CC Track Outline  CRM portfolio: – Call Center – Application Enablement Services (AES) – One-X Agent / IP Agent – Elite Multi Channel (EMC) – Avaya Interaction Center – Avaya Call Recording Applications  Reporting: – BCMRD – Call Management System (CMS) – Avaya IQ – Avaya Operational Analyst (OA)  Self Service: – Experience Portal  Proactive Contact Solution
  • © 2011 Avaya Inc. All rights reserved. 3 The “Fifty-thousand-foot” View Of Work Flow Arriving Calls Trunk Groups DNIS Digits Internal Prompts Host Based Routing Applications/ Call Types VDN 1001 VDN 1002 VDN 1003 VDN 1004 VDN 1005 Call Flows Vector ------ ------------ ----- Vector ------ ------------ ----- Vector ------ --------- Agent Groups S K I L L S Agents 3
  • © 2011 Avaya Inc. All rights reserved. 4 Vector Directory Number (VDN) Arriving Calls Trunk Groups DNIS Digits Internal Prompts Host Based Routing Applications/ Call Types VDN 1001 VDN 1002 VDN 1003 VDN 1004 VDN 1005 Call Flows Vector ------ ------------ ----- Vector ------ ------------ ----- Agent Groups S K I L L S Agents
  • © 2011 Avaya Inc. All rights reserved. 55 What is a Vector Directory Number (VDN)?  It is a “soft” extension number that is part of an Avaya Communication Manager’s dial plan and is not assigned to a physical equipment location.  It may be mapped to coincide with the digits dialed by a caller or sent to the switch (Avaya Media Server that is driven by Avaya Call Center Software and Avaya Communication Manager firmware) from one or more external networks are translated within the system as a VDN as in DNIS-VDN and/or DID-VDN.  A specific dialed number that is a non-DID type trunk can also map directly to a VDN.  Are typically assigned to different vectors for different services or applications that require specific treatments.  Any number of VDNs can point to the same vector.
  • © 2011 Avaya Inc. All rights reserved. 6 Applications/ Call Types VDN 1001 VDN 1002 VDN 1003 VDN 1004 VDN 1005 Arriving Calls Trunk Groups DNIS Digits Internal Prompts Host Based Routing Agent Groups S K I L L S Agents Call Flows Vector ------ ------------ ----- Vector ------ ------------ ----- Vector ------ ---------
  • © 2011 Avaya Inc. All rights reserved. 77 What Is Call Vectoring?  Vectoring is “if–then–else” conditional programming logic.  Could be thought of as “call control tables” or “call routing tables”.  Provides a highly flexible approach for managing incoming call traffic to the switch.  A series of user-defined commands.  Vectors may be linked.  Calls can be directed to on-network or off-network destinations, to ACD agents, or to various other treatments.  Call Vectoring also can be used with CTI (Computer Telephony Integration) Interaction. • Passing digits to an Interactive Voice Response via the converse-on step command • Route Request to CTI applications
  • © 2011 Avaya Inc. All rights reserved. 88 Call Vectoring..
  • © 2011 Avaya Inc. All rights reserved. 9 Call Vectoring Applications Specify Call Handling Conditions • Time-of- Day (TOD) • Day-of-Week (DOW) • Staffing Conditions • Estimated Wait Time (EWT) • Queued Calls • Information Collected • Holidays (Holiday Tables) • Oldest Call In Queue • Interflow-qpos [queue position as in First-In First-Out (FIFO)] • Variables-in-Vectors • VDN Variables Specify Call Handling Treatments • Specify Caller Feedback – Music-on-Delay, – Announcements, – Busy and – Ringing • Prompting – Caller Specific – Routing Decisions • Vector Routing Tables • Routing to local or distant destinations • Queuing Priority Levels – Top, – High, – Medium, and – Low
  • © 2011 Avaya Inc. All rights reserved. 10 Arriving Calls Trunk Groups DNIS Digits Internal Prompts Host Based Routing Applications/ Call Types VDN 1001 VDN 1002 VDN 1003 VDN 1004 VDN 1005 Call Flows Vector ------ ------------ ----- Vector ------ ------------ ----- Agents Agent Groups S K I L L S
  • © 2011 Avaya Inc. All rights reserved. 1111 Call and Agent Selection Methods  Call selection methods are applied (used) when inbound ACD calls are in a skill’s queue meaning that they are in call surplus and a staffed (logged-in) agent becomes available (idle).  Agent selection methods are used when one or more staffed agents are available (idle) to take an incoming ACD call upon it’s arrival to a skill.
  • © 2011 Avaya Inc. All rights reserved. 1212 Agent Surplus Selection Methods used with Avaya Expert Agent Selection (EAS)  Most Idle Agent (MIA) • Agent selection method that uses idle agent queue to determine which staffed agent to select when an inbound ACD call arrives. • Prior to Avaya Call Center Software: Elite 3.0, an agent’s position in an idle agent queue can be controlled by a Communication Management based system-wide applicable setting: – MIA (Most Idle Agent) Across Splits/Skills – ACW (After Call Work) Agents Considered Idle • Beginning with Avaya Call Center Software: Elite 3.0 both “MIA Across Splits/Skills” and “ACW Agents Considered Idle” can also be applied on a per agent basis thanks to the use of “Call Center Options By Agent”.
  • © 2011 Avaya Inc. All rights reserved. 1313 Agent Surplus Selection Methods used with EAS  Least Occupied Agent (LOA) • Agent selection method that uses agent occupancy, rather than simply their position in an idle agent queue, to determine which agent to select when an inbound ACD call arrives. • Agent occupancy always considered across all on a staffed agent’s assigned skills. • An inbound ACD call is directed to the agent with the lowest percentage (%) occupancy. • Upon Agent Log-In, or the agent’s or returning from AUX (Auxiliary) Work, the staffed agent is assigned an average of similar agents’ occupancy levels. – If an average agent cannot be determined, the default of 75% will be established so as to not foster occupancy imbalance.
  • © 2011 Avaya Inc. All rights reserved. 14 Communication Manager - Expert Agent Selection Skills-Based Routing  Allows classifying agents according to their specific skills (skill number) and rank them by ability or experience within each skill (skill level).  Provides options for selecting among available agents with the same skill and skill level (Least Occupied vs. Most Idle).  An agent can be assigned up to a maximum of 60 skills with each skill having 16 skill levels. – Agents are assigned with operational skills, i.e. based on their call handling capabilities, not on their knowledge or proficiency.  Up to 2,000 skills can be defined in Communication Manager. Caller calls for Banking Inquiry SL: 2 SL: 5SL: 2 Banking C.Card Agent A Banking Agent B Idle 20 seconds Idle 10 seconds On ACD calls for 100 mins since logging on On ACD calls for 75 mins since logging on Call Distribution Options with Expert Agent Selection Routing based on Skill Level Traditional Most Idle Agent Promote agent fairness and prevent agent burnout with Least Occupied Agent
  • © 2011 Avaya Inc. All rights reserved. 15 Agents Arriving Calls Trunk Groups DNIS Digits Internal Prompts Host Based Routing Applications/ Call Types VDN 1001 VDN 1002 VDN 1003 VDN 1004 VDN 1005 Call Flows Vector ------ ------------ ----- Vector ------ ------------ ----- Agent Groups S K I L L S
  • © 2011 Avaya Inc. All rights reserved. 1616 Agents  EAS (Expert Agent Selection) Agents are those ACD Login IDs that equate to extension (typically 3 to 7 digits in length) numbers without physical hardware that are included in a Communication Managers station numbering plan but not administered as stations.  An Agent’s ACD Login ID is associated with a specific telephone only when the agent actually logs into that physical telephone.  Skill assignment allows an ACD call to be directed to agents who are assigned particular skills and have the call tracked.  A call to the EAS Login ID reaches the agent independent of the telephone that the agent is currently using.  It is possible, via the use of Auto-Available Splits (AAS) to have Voice Response Unit ports be EAS agents so that they can be front-ended by vectoring and reported upon by BCMS, CMS or IQ.
  • © 2011 Avaya Inc. All rights reserved. 1717 Call Selection Methods apply only under Call Surplus Conditions (2 Call Handling Preferences)  Skill Level (SL) • Takes the highest priority queue level (downward from top, to high, to medium to low), oldest call waiting for the agent’s highest skill level (1-16, where 1 is the agent’s most primary skill level and 16 is the agent’s least primary skill level) call  Greatest Need (GN) • Takes the highest priority queue level (downward from top to high, to medium to low), oldest call waiting call across all skills
  • © 2011 Avaya Inc. All rights reserved. 18 Service Observing Opportunities Arriving Calls Trunk Groups Applications/ Call Types VDN 1001 Call Flows Vector ------ ------------ ----- Agent Groups Skills • Beginning to end of customer’s total experience • Experience everything the caller does • Begins when an agent answers a call or after an agent finishes dialing an outgoing call Agents Service Observing can also be done remotely
  • © 2011 Avaya Inc. All rights reserved. 19 What if there are two or more contact centers in your enterprise?
  • © 2011 Avaya Inc. All rights reserved. 2020 What is Avaya Virtual Routing?  Avaya Virtual Routing is the “marketing name” for Multi-Site Best Service Routing (BSR) and Enhanced Look Ahead Interflow (ELAI) that supports Avaya Communication Manager  Provides the logical consolidation/centralized contact center without physical re-location.  The effect is to give any caller the fastest access possible to the best agent available, resulting in a uniform level of service across the enterprise. • Considers several routing options simultaneously • Follows a specified strategy for agent selection • Uses paired vectors • Conducts a “status poll” • Uses Intelligent Polling • Uses additional vector commands
  • © 2011 Avaya Inc. All rights reserved. 2121 Why Should Customers Use Multi-Site Best Service Routing?  Improves agent utilization across sites and skills  Improves agent throughput and overall staffing costs  Balances agent occupancy  Allows usage of a nationwide or worldwide agent talent pool  Provides a tight balance of service across separate sites and skills  Delivers a “virtual pool” that decreases the Average Speed of Answer (ASA), the call abandonment rate and the Maximum Delay experienced  Increased “match rate” of right agent for call
  • © 2011 Avaya Inc. All rights reserved. 2222 Advanced Segmentation Low cost, easy to implement with pre-built integrations Customer-based routing strategies and screen pops to maximize every interaction  Ability to obtain information in real-time about: – Who is calling? – What is the customer calling about? – What is the relationship between this customer and my organization?  Providing the ability to affect these decisions: – How can I best treat this customer to maximize this sales opportunity? – Which agent should be used to best treat this customer? – How can I deliver the greatest customer satisfaction? – How can I support this customer the FIRST time?
  • © 2011 Avaya Inc. All rights reserved. 2323 Data driven routing New Agents Sales Service VIP Agents General Queue New Customer Returning Customer
  • © 2011 Avaya Inc. All rights reserved. 24 Avaya Call Center Basic Offload attendants with Basic Call Center – Shipped with every Avaya Communication Manager system – Automate routing of customer calls – Deliver each call to the right group – Provide status via announcements
  • © 2011 Avaya Inc. All rights reserved. 25 Avaya Call Center Introductory Provide a professional image – Customize call treatment for each customer segment – Let callers know how long they will wait
  • © 2011 Avaya Inc. All rights reserved. 26 Avaya Call Center Elite Maximize the value of each customer interaction – Match every customer with the right person – Select the most expert agent – Expert Agent Selection – Balance workload to avoid burnout – Meet targeted service levels – Route between sites
  • © 2011 Avaya Inc. All rights reserved. 27 Avaya CMS (Call Management System) and CMS Supervisor with optional CSI Offer for Web-B Survivable CMS Avaya Call Center BASIC (included in every Avaya Communication Manager) • Music in Queue • Music-on-Hold (MOH) at agent’s set • Auto-Available Split/Skill (AAS) • Vu-Stats – Service Level • Multiple Call Handling (MCH) – On Request • Multiple Call Handling – Forced • Vu-Stats Enhancements – Login IDs • Service Observing by Class-of-Restriction (COR) • Automatic Call Distribution (ACD) • Display Information (Vu-Stats) • Most Idle Agent (MIA) Across Splits/Skills • Agents in After Call Work (ACW) Considered Idle • Event (Stroke) Counts • Support for up to 3,000 Announcements • Redirection On No Answer (RONA) • Basic Measurements • Holiday Vectors • Multiple Call Work Codes per Call • Timed ACW by Split (TACW) • Remote Logout of Staffed Agents • Dynamic Queuing Avaya Call Center Introductory (includes what was in Deluxe except for Single-Site Best Service Routing) • Vectoring – Basic (conditional if/then else routing) • Vectoring – Prompting • Vectoring route-to with/without coverage • Multiple Music/Audible Sources on Delay • Vectoring Advanced Routing [ANI, CLID, Information Indicator (II) Digits] • Service Observing of VDNs • RONA (Redirection On No Answer) to Vector Directory Number (VDN) • Display VDN for route-to Direct Agent Call • VDN-of-Origin (VOA) Announcements • VDN Return Destination • Vector Initiated Service Observing • Timed After Call Work (TACW) by VDN as well as Split/Skill • Service Observing of VDNs Avaya Call Center ELITE [includes Expert Agent Selection (EAS) and support for optional Avaya Virtual Routing (Multi-Site BSR) & Business Advocate] • Expert Agent Selection (EAS) • Expert Agent Selection – Preference Handling Distribution (EAD-PHD) • Variables-in-Vectors • Least Occupied Agent (LOA) • Skill Level (SL) & Greatest Need (GN) Call Handling Preferences • Most Idle Agent (MIA) • Expert Agent Distribution (EAD) & Uniform Call Distribution (UCD) Agent Selections Methods • Vector Subroutines • VDN Time Zone Offset • Service Level Maximizer (SLM) • Best Service Routing (BSR) Local Treatment for IP & ISDN • Maximum Occupancy • Clear Display Options for Caller-Info (Next Call, On-Call-Release & Leave ACW) • VDN Calls Counting • Set Vector Command with Modulus 10 check • Reason Codes for Auxiliary (AUX) Work & Log-Off • Forced Agent Logout-ACW • ISDN Network Call Redirection (NCR) • BSR Polling over IP without Bearer Channel • Enhanced Look Ahead Interflow (ELAI) • BSR Available Agent & Wait-Improved commands • Duplicate Agent Login ID Administration • BSR Tie Call Handling • EWT (Expected Wait Time) Routing • ASA (Average Speed of Answer) Routing • Gateway Registered/Unregistered Conditionals • DTMF Feedback Signals for Voice Response Units (C & D Tones) • Location Preference Distribution • Station Display of UUI • Call Center Options by Agent (MIA Across Skills, ACW Considered Idle, Reason Codes) • Listen-Only Option for Service Observing • Auxiliary Work & Log-Off Reason Codes (None, Requested, Forced) • CC Support for Locally Sourced Music & Announcements • VDN Variables (Announcements, In-VDN-Time, ANI/CLID, Consider Location, Messaging Split/Skill & Adjunct Routing Link) • UCID Business Advocate (as an a la carte option or packaged by seat with Elite in bundled pricing including what had been introduced as Dynamic Advocate) • Service Objective by Skill and/or VDN • Predicted Wait Time (PWT) Call Selection Measurement • Dynamic Threshold Adjusted Service Level Supervisor with Call Selection Override & Reserve Agents
  • © 2011 Avaya Inc. All rights reserved. 2828 Which type of Call Center do I have ?
  • © 2011 Avaya Inc. All rights reserved. 2929 How many agents ?
  • © 2011 Avaya Inc. All rights reserved. 3030 Call Center Policy  Designed by Product Managers  Call Center release can be maximum 2 releases behind CM release  Call Center agent additions allowed from Definity release 9 and later
  • Avaya Aura® Call Center Elite Multichannel 6.3 Overview
  • © 2011 Avaya Inc. All rights reserved. 32 Consumers Are Driving Multichannel Adoption “I’ll text, IM, email, or chat. Please don’t make me call.” Voice calls aren’t for everyone
  • © 2011 Avaya Inc. All rights reserved. 33 The Contact Center of the Future Traditional Call Center Inbound Calls Outbound Calls Social Media Web Chat Email SMS TextMobile Apps Self Service Smart Outbound Video Inbound Calls Next Gen Call Center Seamless Multichannel Customer Experience
  • © 2011 Avaya Inc. All rights reserved. 34 Blended Multichannel Values Customer Experience  Allowing customers to interact via their preferred method  Serve customers faster  Customers not required to repeat themselves Increase Revenue  Proactively engaging customers through web chat  Engaging customers through outbound calling  Quickly responding to social media issues before they become a problem Reduce Costs  A single agent desktop for handling multiple types of contacts  Blending inbound and outbound calling  Preserving customer information across channels  Improved first contact resolution
  • © 2011 Avaya Inc. All rights reserved. 35 Benefits: The Customer The CFO The CIO The Contact Center Manager  Issues are more likely to be solved on first contact  Agent knows about previous interactions  Connect with a business from a mobile device, a Web site, or via Text messaging  Caller to agent match rates are optimized reducing costs  Slim architecture reduces ongoing maintenance costs  Use of home agent resources for contact spikes and to draw from a broader talent pool  Minimal hardware to maintain  Investment protection in the core call center  5 9’s reliability  Simple to manage day-to-day operations  Blended voice and multichannel reporting in CMS  Maximize agent productivity with blended inbound/outbound and non-voice contacts  Shorter wait times and fewer abandoned calls
  • © 2011 Avaya Inc. All rights reserved. 36 Avaya Aura® Call Center Elite A Complete Contact Center Solution Stack Proactive Outreach Manager Customer Connections Mobile Avaya Aura WFO CMS Unified Reporting One Touch Video Speech Analytics Experience Portal one-X Agent Avaya Aura® Communication Manager Avaya Aura® Call Center Elite with Multichannel Elite Multichannel
  • © 2011 Avaya Inc. All rights reserved. 3737  Extends Avaya’s Award Winning Call Center Elite – Add new channels with ease  Investment Protection – Preserves existing investments in Call Center Elite  Application Development Toolkit – Add new functions quickly and easily  Management Dashboard – View status of your contact center in real-time  Unified Agent Desktop – Blends inbound/outbound voice, web, mobile and social channels  Multimedia Contact Management – Manage all channels from a singled unified interface  Unified Reporting – Use your existing CMS reporting system to manage all voice and non-voice channels Unified Multichannel Agent Desktop - Avaya Experience Portal - Avaya Call Management System - Avaya Workforce Optimization Optional Premium Applications Avaya Aura® Communication Manager Application DevelopmentToolkit Management Dashboard Unified Reporting Avaya Aura® Call Center Elite Multichannel 6.3 *Elite Multichannel requires a separate Windows Server Elite Multichannel Data Directed Routing Screen Pops
  • © 2011 Avaya Inc. All rights reserved. 3838 Unified Agent Desktop  View customer interaction history for current contact for faster call resolution and improved customer experience  Search the directory for a customer phone or email to easily initiate outbound contact through mouse click  Easily record work-item related notes  Plug-in architecture allows for simple customization and external application integration to help reduce implementation cost  Allows agents to view real-time statistical information on personal work performance and contact center performance  Provides complete range of telephony functions  Integrate with Microsoft CRM and iClarity for remote agents Seamlessly integrates all inbound and outbound channels to increase agent productivity and customer experience Email SMS/Text Web Chat Channels Supported Inbound/Outbound Voice Facsimile (Fax) Web Callback Unified Agent Desktop
  • © 2011 Avaya Inc. All rights reserved. 3939 Unified Agent Desktop History Spell Check Auto Text Directory Printing Call Information Rules Work Item Notes iClarity User Voice Work Item Alert Wallboard Python Breakout Time in AUX Display MS CRM GUI Contact Mgmt. External Apl. Container External Apl. Execute Session Notes Presence Telephony Email Simple Messaging Preview Contact Close Suspend Work Item GN8120 Headset Customized Forms Enhanced Dial Quick Dial Custom Buttons Save Close Doc. Window Elite Multichannel
  • © 2011 Avaya Inc. All rights reserved. 4040  The functionality of Avaya Elite Multichannel, release 6.3 – a feature pack release on top of the Avaya Call Center Elite 6.x product, which runs as a standalone Windows server and communicates with an Avaya Aura Call Center Elite.  All Elite Multichannel systems require integration to Call Center Elite through Application Enablement Services (AES).  Elite Multichannel 6.3 will support using Application Enablement Services (AES) 5.2.4 or 6.2 or later.  Elite Multichannel 6.3 may also be ordered with earlier versions of Communication Manager (back to 4.0) and Call Center Elite (4.x and later). Elite Multichannel 6.3can function with Avaya Call Management System (CMS) back to release 14 with limited feature and capacity based on the features supported by the reporting adjuncts earlier release.  Elite Multichannel is a new feature set delivered on Elite 6.2 which allows customers using the Expert Agent Selection (EAS) feature to add screen-pop, data-directed routing, and non-voice multichannel capabilities [email, Short Message Service (SMS), facsimile (Fax), and Instant Messaging (IM)] to their installations. Elite Multichannel
  • © 2011 Avaya Inc. All rights reserved. 4141 Elite Multichannel Desktop; a grouping of capabilities that include Elite Multichannel Desktop and Elite Multichannel Reporting Elite Multichannel Server; a grouping of capabilities featuring Elite Multichannel Media Director, Voice Media Store, Preview Contact Media Store, Email Media Store, Simple Messaging Media Store, MSN Messenger Gateway, AOL Instant Messenger Gateway, Short Message Service Gateway, Web Chat Gateway, License Director, Application Management Service, Configuration Server, XML Server, Virtual Agent and web services for AVP integration, Call Routing Server, Interaction Data Service, Contact Database, SQL Plug-in, Rules Plug-in, SOAP Plug-in, Script Plug-in. Elite Multichannel Developer; a kit for expanding the capabilities of Elite Multichannel to better fit your use and needs Elite Multichannel falls into three (3) major component categories:
  • © 2011 Avaya Inc. All rights reserved. 4242 Graphical View on how EMC Works
  • © 2011 Avaya Inc. All rights reserved. 4343 How Does Elite Multichannel Work?  When a media store receives a new multichannel work item from a media source [e.g., email server for the Email Media Store, web server for the Simple Messaging Media Store, or Microsoft SQL (Structured Query Language) database for the Preview Contact Media Store], it creates a work item object and passes a reference for that object to the Media Director.  The reference tells the Media Director what queue/queue ID that the work item is to be associated with and what priority it must have in the queue. Using the information in its configuration that relates specifically to that queue, the Media Director asks the Avaya Aura Communication Manager via Avaya Application Enablement Services (AES) to generate a phantom/virtual call for the object and to queue it to the appropriate Skill. The largest Avaya Server driven Avaya Aura Communication Manager 6.x with an Elite Multichannel 6.3 can support a maximum of 8,000 unique Skills.  Because the Media Director has been written entirely in the .Net environment, the connection to the AES Server with basic and advanced TSAPI uses the XML Server and the .Net assemblies. For solution designs that make use of AES 4.2 and later AES releases in support of Elite Multichannel, the necessary Application Specific TSAPI (Telephony Services Application Programming Interface) Licenses to support the Elite Multichannel are provided at no charge.
  • © 2011 Avaya Inc. All rights reserved. 4444 Continue….  When an Elite Multichannel agent, who is logged into “that Skill to which work has been directed,” becomes available (idle), the Elite driven Avaya CM delivers the next phantom/virtual call to that staffed agent. The Media Director is monitoring the VDN (Vector Directory Number) that is transporting the work to be handled and sees the phantom/virtual call delivered to the logged-in agent. The largest Avaya Server driven Avaya Aura Communication Manager 6.x with an Elite 6.3 can support a maximum of 30,000 unique VDNs.  The Media Director transfers the next work item reference with the oldest, highest-priority object to the Media Proxy. These Objects are ranked according to an open ended scale with 1 being the highest priority. For example, if the Media Director has an object with priority 1 that has been queued for 1 minute and an object with priority 9 that has been queued for 10 minutes, the priority 1 object gets delivered to the staffed (logged-in) agent because you have administered 1 for your highest priority work. Objects that have the same priority are ranked as first-in, first-out.  The client application uses the reference to retrieve the data directly from the actual work item at the media store.
  • © 2011 Avaya Inc. All rights reserved. 4545 Hardware and Software Elite Multichannel can be deployed on dedicated physical servers or on virtual machines. 2 servers: 1) Elite Multichannel core 2) IDS (Interaction Data server) Or 1 physical or virtual server to host both the Core and IDS elements. This configuration is limited to a capacity of 400 agents If a customer is not running a MS SQL server already, a separate server is required to host the MS SQL database used by Elite Multichannel. For MS SQL the standard version is recommended. We recommend the databases to be located on the corporate MS SQL server or at least on a separate server. Hardware requirements for Elite Multichannel Server: - 2.4 GHz processor with minimum 2 processor core - 4GB RAM - 40 GB free disk space - DVD drive Software requirements for Elite Multichannel Server: - Microsoft Windows 2008 SP1 Server 32-bit or 64-bit - Microsoft Windows 2008 R2 SP1 - Internet Information Services (IIS) 7 with IIS 6 Management Compatibility Components - Microsoft Internet Explorer 8.0, 9.0 or 10 - Microsoft .Net Framework 3.5 SP1
  • © 2011 Avaya Inc. All rights reserved. 4646 Continue… Elite Multichannel will run on the following VMware software versions: VMware vCenter Server ESXi 5.0 or ESXi 5.1 VMware vSphere Client ESXi 5.0 or ESXi 5.1 When deployed on VMware Elite Multichannel is distributed as an Open Virtualization Appliance (OVA). The OVA includes the Elite Multichannel applications and the operating system software. It is the responsibility of the customer to provide licensing for the operating system.
  • © 2011 Avaya Inc. All rights reserved. 4747 Capacity Guidelines
  • © 2011 Avaya Inc. All rights reserved. 48 Elite Multichannel 6.3 Components  Avaya Aura® Communication Manager – SIP, IP and traditional telephony services  Avaya Application Enablement Services (AES) – Provides the TSAPI (Telephony Services Application Programming Interface) interface to communicate with Avaya Aura Communication Manager  Elite Multichannel XML Server – Interface between agent desktop and communication services  Elite Multichannel Agent Desktop – Provides graphical user interface (GUI) for all contact types – Displays screen-pops for incoming contacts and preview outbound work items Avaya Aura® Communication Manager 4.x, 5.x, 6.x Avaya Application Enablement Service 5.2.4 and 6.2 and above Elite Multichannel XML Server Elite Multichannel Agent Desktop running XML Client
  • © 2011 Avaya Inc. All rights reserved. 49 Elite Multichannel Email Delivery Example Elite Multichannel Agent Desktop DMZ Deliver desired work item Queue Work Item Work Item Avaya Aura® Communication Manager Corporate E-mail Server E-mail Gateway Call Center Elite Multichannel Server Avaya Application Enablement Services 5.2.4, 6.2 and above
  • © 2011 Avaya Inc. All rights reserved. 5050 Email ReplyVoice Work Item Chat Work Item Email Work Item Wallboard Auto Text Inserted Work item notes for efficient information exchange between agents Templates for faster email responses Customer history Plug-in Elite Multichannel Agent Desktop
  • © 2011 Avaya Inc. All rights reserved. 5151
  • © 2011 Avaya Inc. All rights reserved. 5252
  • © 2011 Avaya Inc. All rights reserved. 5353
  • © 2011 Avaya Inc. All rights reserved. 5454
  • © 2011 Avaya Inc. All rights reserved. 5555
  • © 2011 Avaya Inc. All rights reserved. 5656
  • © 2011 Avaya Inc. All rights reserved. 5757
  • © 2011 Avaya Inc. All rights reserved. 5858
  • © 2011 Avaya Inc. All rights reserved. 5959
  • © 2011 Avaya Inc. All rights reserved. 6060
  • © 2011 Avaya Inc. All rights reserved. 61 Elite Multichannel 6.3  GA October 7th, 2013  6.3 Overview: – Capacity increase to 1,000 agents – Support of SIP endpoints – Single Server configuration – Support for WFO R11 and R12 – Support for latest Microsoft SQL, Exchange and Internet Explorer 10 – Localization (Delivered in 6.3.1) targeted for December 2013 – Support for Experience Portal  Available on Elite 4.x, 5.x and 6.x Add Multichannel and Preserve Elite Investment Call Center Elite Multichannel Agent Desktop Multichannel work item