Call Center Operation

Call/Contact Center Operations CyberNet

CyberNet Today's Agenda History of Call Center Call/Contact Center Overview Technology Agenda Solutions for Call Center Implementation in Pakistan

CyberNet History of Call Center The Evolution of Call Center Collaboration at Cisco

CyberNet The Evolution of Call Center is AVVID

CyberNet 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)

CyberNet Call/Contact Center Overview Our Main Concern
Types of Call Center
Inbound Call Center
An 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 Center
The 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

CyberNet Technology Agenda A Closer Look Advantages of IPCC

CyberNet Main Components for Call Center/IP Telephony communication Traditional PBX Call Processing Line Connections Trunk Connections Switching = PBX Components Data Switch (PoE – 802.3af) Router/Gateway Call Manager

CyberNet Hardware Considerations 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 Media Convergence Server Data Switch (PoE – 802.3af) Router/Gateway Call Manager

CyberNet Software Considerations Call Manager Cisco 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 Call Manager ACD ICM CVP IVR Codec Trunking/ Voice Protocols IP Soft Phone
ICM
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 connectivity
ICM is responsible for
Agent state Management
Agent Selection
Call Routing
Call Queuing
IVR Control
CTI Desktop screen POPs
Control Center Reporting

CyberNet
CVP
CVP is stands for Customer Voice Portal. Basically CVP having the list of Interactive Menus
which provides the Prompting, Collecting, Queuing and Call Control
and 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
IVR
IVR 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

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

CyberNet
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

CyberNet Solutions for Call Center
Codec
ADPCM (Adaptive Differential Pulse Code Modulation)
GSM
Linear

CyberNet Solutions for Call Center
Multi Vendor Vs Cisco IPCC
Multi Vendor Solution
Cisco IPCC(IP Contact Center) Solution

CyberNet Multi Vendor Vs Cisco IPCC 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?)

CyberNet Multi Vendor Solution

CyberNet Cisco IPCC Solution

CyberNet Cisco IPCC Scenario
Call is delivered from PSTN to ingress voice gateway
Send to Call Manager
JTAPI sent to ICM
Run script and find the agent, if agent is not available then
Request send Call Manger
Then ICM instructs the call manager to transfer call to IVR/CVP
IVR Notifies ICM that call is arrived
ICM instruct to IVR to play interactive menu
When agent becomes ready
ICM sends call data to selected agent screen and instruct IVR to the call
to phone agent
IVR transfer the call
Call answer

CyberNet Implementation in Pakistan
Call Center outsourcing
IP Telephony
Cisco IP Contact Center

CyberNet What Questions Do you Have ?

Call Center Operation

by Taaham

Accessibility

Categories

Upload Details

Usage Rights

1 Embed 2

Statistics