3. SIP Media Server 800 Carrier Or PSTN CIC SIP 2.4 SIP Media Server handles all call recordings Reliability Increase…Now all out of box audio calls remain in progress Distributed agents – reduces use of WAN Caller SIP Media Server Polycom SIP endpoints SIP Message Data RTP Audio Streaming Traditional telephone line
4. Scalability – HMP 1.3 version 800 Carrier Or PSTN CIC Intel HMP 1.3 Doubles resource availability With SIP Media Server = 4 times the number of agents per server Caller SIP Media Server Polycom SIP endpoints SIP Message Data RTP Audio Streaming HMP 1.3 – Doubles SIP resources on All software approach reduces overhead, spares, and IT resources to manage system Traditional telephone line
5. SIP Regionalization and Locality for Bandwidth Improvements CIC PSTN Allows local calling with regional dial plans HQ Conserves network bandwidth for site-to-site calls Reduces toll call costs from site-to-site Remote Site
6. Agent Optimization Features to improve tracking, supervision and agent empowerment Software application server approach provides more advanced contact center options
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13. Messaging Enhancements Increasing mobile access features for enterprise users A single application server that combines enterprise IP telephony and advanced contact center
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16. The Speech Architecture Simplicity VoiceXML Interpreter SALT Interpreter … Telephony Services Audio Provider Reco Subsystem Engine Integration Modules API Clients Handler IP Innovation ASR Server 1 ASR Server 2 ASR Server N Other IC Servers ASR Server Service ASR Engine (3 rd Party) Audio data (RTP stream)
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Editor's Notes
This document is a marketing features list for a release planned for Q4 2005. Changes can still occur based on beta test results.
Mid-size to large scale contact centers want the benefits of an all-software, open standards approach to their ACD and contact center requirements. Voice over IP opens the door to consolidating call routing processes and centralizing IT resources. We moved from 25-100 agents per all software application server to 200-400 agents per server based on traffic and application requirements
In 2.4, we have extended the benefits of Dynamic Audio Processing to contact centers by adding a SIP Media Server to the environment. The Media Server handles the recording activities outside the IC server, without any boards or HMP software. It doesn’t use any RTP Resources. Sites interested in redundancy can deploy multiple Media Servers to ensure that there is no single point of failure. How it works: -Only SIP session information passes through CIC server. -RTP audio passes through a SIP media server where call can be recorded or monitored. -SIP media server is standard “Wintel” server running only i3 software – no boards or HMP required. -Multiple media servers can be used. Current estimate is 1,000 G.711 RTP audio streams per server. -Media server supports both G.711 and G.729 audio
The number of contact center agents who can be supported grows significantly as a result. 2.4 will also support HMP 1.3, which allows for greater scalability. Previously HMP 1.1 supported only 120 RTP audio streams and a limit of 254 total HMP resources. With the upgrade to HMP 1.3, customers now have the ability to purchase up to 240 RTP audio resources and may use up to 240 voice resources as well as additional conference and fax resources. This doubling of resources means double the amount of simultaneous calls that can be processed in the server. If you combine the HMP resources with the SIP media server – an all software-based system may now support over 200 call center agents in a recorded environment with out of box audio turned on. This means we went from 25 agents feasibly in 2.3.x to over 200!!!
By adding regionalized dial plans and location information, remote stations save on bandwidth by using SIP audio streaming only between the two devices at the remote location. Location-based dial plan filters can also be used for routing calls to specific gateways.
Interaction Screen Recorder captures the entire desktop on the target machine, including cursor (mouse) movements Ability to set rules for automatic screen capture using IR Selector and IR server’s rules evaluation Includes frame rate for screen AND separate frame rate for cursor movements Includes configurable screen resolution and color rates There will be one or more screen capture servers depending upon the volume of screen recording A screen capture service will run on the desktop of any user of whom you will record screen activity It will run under an administrative account so that the agents cannot “kill” it When a capture server comes up, it will log onto a CIC Server and announce its availability In the event of a switchover event, the capture server will see the primary CIC as unavailable, and will log onto the backup If it cannot connect, it will continue to try to reconnect until it is able to There is an additional licensing fee for the screen recording add-on. Based on a company’s desired volume of recording, they can have an infrastructure that works in multiple ways: Lower volume needs: 1 – 1 CIC server (which also has IR Server on it) + 1 Compression Server + 1 Screen Capture Server Medium volume needs: 2 – 1 CIC server + 2 or more Compression Servers + 2 or more Screen Capture Servers High volume needs: 3 – Multiple CIC servers + 1 or more Compression Servers each + 1 or more Screen Capture Servers each
In the past year, we’ve talked with many Quality Assurance Managers who told us that this was an important enhancement for them. We’ve added it to the first new IR version since adding integrated Agent Scoring to Interaction Recorder.
Coaching means that supervisors can speak to agents during a customer call without the customer hearing the supervisor’s voice.
Thresholds to trigger messages can be set within Interaction Supervisor from any of its real time statistics, such as too many calls in queue. The management team no longer has to watch their console like hawks to catch exceptions and alert agents. Messages can be sent to individual users, a single workgroup or multiple workgroups.
Note that the messaging only appears for .NET Edition users, and the Outlook Edition users (as it uses the .NET client). Users can click on a notification list to see any queued messages rather than waiting for the ticker tape if they prefer. With messaging, you can automatically alert agents that you are going to activate them when the queue gets too backed up. Messaging can also be used for business users – its application extends far beyond the contact center.
Note: Customers still need to buy either Nuance or ScanSoft to provide the speech enablement platform.
Call Parking and a type of shared line appearance are already available when using Interaction Client. This enhancement extends them to users who prefer to strictly work with their telephones, rather than use Interaction Client.
Late Q4, we will be delivering a VoiceXML interpreter to allow customized IVR applications to be written using VoiceXML rather than our Interaction Handlers. This means that customers can purchase off the shelf applications written using VoiceXML or can use VoiceXML developers instead of Handler authors to write IVR scripts. IVR scripts can also be made dynamic as well. Calls can move to VoiceXML and back into handlers as well. This means that a call can use VoiceXML for IVR and then go back to the CIC handler for ACD queuing or voicemail applications already written using handlers. We are already shipping our high scale speech recognition subsystem. We use our own audio provider with Intel/Dialogic, Aculab, and Intel HMP software. Audio is streamed via IP to the ASR server for recognition capability. The recognition result is passed back to the Reco subsystem by the ASR engine. A single CIC server may use many ASR servers depending upon the complexity of the speech application. Also, many CIC servers may connect to an ASR engine when there is lower-scale speech reco requirements. This flexible architecture is beneficial in large-scale environments.
All features shown in this presentation are subject to testing and beta results.
