WHAT ISiPECS CCSiPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 1
Overview› Ericsson-LG branded Contact Center Suite which is fully integrated  to iPECS systems (CM/LIK) and optimized to S...
components› iPECS CCS consists of basic packages  and modularized options for special                                     ...
Reference Configuration                                                                                                   ...
Ipecs ccs Q› The core of affordable full IP Contact Center Suite  for professional customer service and inbound  call mana...
Icc scenario - aa                                                                        CCS Q provides typical           ...
Icc scenario - ivr                                                                             IVR Pin Code Enquiry for   ...
Icc scenario – crm lookup                                                                                   Example Use Ca...
Icc scenario - multimedia                                                  Web           Fax              Facebook        ...
Icc scenario – skill basedrouting       Inbound                                                             Queue         ...
Icc scenario – overflow    Call                           Sales                                 callback                  ...
Ipecs ccs DEsk› Powerful client PC applications for CC agent and supervisor to control  telephony and provide advanced ser...
Ipecs ccs report› A business intelligent that deliver historic and real time information on  business communication, suppo...
Ipecs ccs report› Business Intelligent Dashboard      – Dashboard and alert management      – User configurable      – Des...
OPTIONALMODULESiPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 15
Call-back in queue› Call-back in Queue       – When high abandoned rate due to long wait time or not enough agents        ...
Call-back in queueiPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 17
Web call back› Web Call Back       – Leave the customer information via web site to call back       – Left information is ...
Web call backiPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 19
E-mail, fax, VOICE MAILqueuing› E-mail, Fax and Voice Mail                                                            E-Ma...
E-mail, fax, VOICE MAILqueuing› E-mail, Fax and Voice Mail Queuing       – Supported inbound Email Server protocols:      ...
CCS social› Social Media contact center integration:  Facebook and Twitter       – Enable contact management for Twitter  ...
CCS social(FACEBOOK)› Facebook Call-Back management       – Facebook integration is as per Inbound Email Queue Management....
CCS social(Twitter)› Twitter Call-Back management       – Twitter call back request is supported by CCS Q         Agent   ...
CCS web chat› iPECS CCS Chat provide customers with the superlative service by  enabling Web Chat Instant Messaging and li...
CCS web chatiPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 26
CCS web chatiPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 27
iPECS CCS call› iPECS CCS Call is the IP multi-media outbound contact center solution  to provides affordable professional...
iPECS CCS call› iPECS CCS offers a variety of selection for campaign modes       – Preview (single dial or multi-call mode...
iPECS CCS call› iPECS CCS Call: Preview & Progressive Modes         CRM or        Customer          Database              ...
iPECS CCS call› iPECS CCS Call: Pre-emptive Modes                 CRM or                 Customer                 Database...
iPECS CCS call› iPECS CCS Call: OutCall Modes                CRM or                Customer                DatabaseiPECS C...
iPECS CCS call› iPECS CCS Call with CCS Q       – Seamless blending between inbound & outbound       – No need a separate ...
iPECS CCS IVR› Intelligent IVR and business work flow design       – Offer your customers automated services without opera...
iPECS CCS IVR› CCS IVR Script Designer       – Scenario using scripts based IVR       – Drag & Drop supported       – Easy...
iPECS CCS Records› iPECS CCS voice recording module                                                                       ...
VOIP Call RECORDING(CONFIGURATION 1)iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 37
VOIP Call RECORDING(CONFIGURATION 2)iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 38
CCS DESK CLIEN UI                                                            Handing options:      Incoming call          ...
CCS DESK CLIEN UI      Outgoing call                                                             Transfering call   Handin...
CCS DESK CLIEN UI. Pop Contact : Open CRM contact. Notify Call : Sends additional information                             ...
CCS DESK CLIEN UI                                On Idle                                     On conversationiPECS CCS Intr...
CCS DESK CLIEN UI                                                                            Conference Room          Reco...
CCS DESKMANAGEMENT UIiPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 44
CCS DESKMANAGEMENT UI                                                             Agent StatusiPECS CCS Introduction | Eri...
CCS report UI                                                                            1. Select Report Type            ...
CCS report UIiPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 47
Ccs dashboard uiCreate statistic itemsto be used for Dashboard  iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-...
CCS DASHBORD UI                                                                            Dashboard                      ...
CCS DASHBORD UIiPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 50
Ipecs ccs intro 20121218
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  • 2012-09-17 iPECS CCS Introduction
  • 2012-02-11 Ericsson-LG Co., Ltd.2012
  • 2012-09-17 iPECS CCS Introduction
  • 2012-09-17 iPECS CCS Introduction
  • 2012-09-17 iPECS CCS Introduction
  • 2012-02-11 Ericsson-LG Co., Ltd.2012
  • 2012-02-11 Ericsson-LG Co., Ltd.2012
  • 2012-02-11 Ericsson-LG Co., Ltd.2012
  • 2012-02-11 Ericsson-LG Co., Ltd.2012
  • 2012-02-11 Ericsson-LG Co., Ltd.2012
  • 2012-02-11 Ericsson-LG Co., Ltd.2012
  • 2012-09-17 iPECS CCS Introduction
  • 2012-09-17 iPECS CCS Introduction
  • 2012-09-17 iPECS CCS Introduction
  • 2012-09-17 iPECS CCS Introduction
  • 2012-09-17 iPECS CCS Introduction
  • 2012-09-17 iPECS CCS Introduction
  • 2012-02-11 Ericsson-LG Co., Ltd.2012
  • 2012-09-17 iPECS CCS Introduction
  • 2012-09-17 iPECS CCS Introduction
  • 2012-09-17 iPECS CCS Introduction
  • 2012-09-17 iPECS CCS Introduction
  • 2012-09-17 iPECS CCS Introduction
  • 2012-09-17 iPECS CCS Introduction
  • 2012-02-11 Ericsson-LG Co., Ltd.2012
  • 2012-09-17 iPECS CCS Introduction
  • 2012-09-17 iPECS CCS Introduction
  • 2012-09-17 iPECS CCS Introduction
  • 2012-09-17 iPECS CCS Introduction
  • 2012-09-17 iPECS CCS Introduction
  • 2012-09-17 iPECS CCS Introduction
  • 2012-09-17 iPECS CCS Introduction
  • 2012-09-17 iPECS CCS Introduction
  • 2012-09-17 iPECS CCS Introduction
  • 2012-02-11 Ericsson-LG Co., Ltd.2012
  • 2012-02-11 Ericsson-LG Co., Ltd.2012
  • 2012-02-11 Ericsson-LG Co., Ltd.2012
  • 2012-02-11 Ericsson-LG Co., Ltd.2012
  • 2012-02-11 Ericsson-LG Co., Ltd.2012
  • 2012-02-11 Ericsson-LG Co., Ltd.2012
  • 2012-02-11 Ericsson-LG Co., Ltd.2012
  • 2012-02-11 Ericsson-LG Co., Ltd.2012
  • 2012-02-11 Ericsson-LG Co., Ltd.2012
  • 2012-02-11 Ericsson-LG Co., Ltd.2012
  • 2012-02-11 Ericsson-LG Co., Ltd.2012
  • 2012-02-11 Ericsson-LG Co., Ltd.2012
  • 2012-02-11 Ericsson-LG Co., Ltd.2012
  • 2012-02-11 Ericsson-LG Co., Ltd.2012
  • 2012-09-17 iPECS CCS Introduction
  • Ipecs ccs intro 20121218

    1. 1. WHAT ISiPECS CCSiPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 1
    2. 2. Overview› Ericsson-LG branded Contact Center Suite which is fully integrated to iPECS systems (CM/LIK) and optimized to SMB market› Comprehensive all-in-one solution (Single Vender Solution) IPKTS CCS Q MFIM› TAPI-Based Multi-Channel (voice, e-mail, fax, web chat, SNS, LGTSP SMS) CC Solution VOIM SIP HMP› 3rd Party Integration (Server to Server)› LG-TSP is required for message interface with iPECS systems PRIM› SIP Interface for Voice Announcement› Flexible Installation and Protect Investment based on Modular SW Architecture› Allow to setup CEBP with well-known CRM integration and API for 3rd back office application integration› User friendly Agent Application (Messenger like GUI, Drag & Drop operation, Presence, Chatting among agents) • CCS Q - Multi-Channel Inbound CC • CCS Desk - CC Client • CCS Report - CC status monitoring and reporting • CCS Call - Multi-Channel Outbound CC • CCS IVR - Interactive Voice Response • CCS Record - Voice Recording • CCS SNS - Social Network Gateway • CCS SMS - SMS Server • CCS Chat - Web chat clientCommercial in confidence | © Ericsson-LG Co., Ltd. 2012 | 2012-10-08 | Page 2
    3. 3. components› iPECS CCS consists of basic packages and modularized options for special Basic Package functions. – Basic package › CCS Q: Multi-media Inbound CC › CCS Desk: Agent’s Client Software › CCS Report : Monitoring and report – Optional modules › CCS Call – Multi-Media Outbound CC › CCS Chat – Web chat & IM clients › CCS social – Social Networking with Twitter and Facebook › CCS IVR – Interactive Voice Response › CCS Record – Voice Recording Optional Modules › CCS SMS – SMS ServeriPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 3
    4. 4. Reference Configuration CCS Q Call Back in Q Dash Board CCS Call iPECS LIK/CM Desktop Report CCS Web Chat Web Callback BRI/PRI CCS Report CCS Facebook PSTN Trunk Server CCS Twitter USB 2.0 CCS E-Mail CCS IVR CCS Desk CCS Fax CCS Record Server Server CCS VM Server CCS SMS 2 x LAN MS-SQL IP SIP Trunk Microsoft CRM FAX SQL Server* Server* Server* Phone CCS Desk Client Phone CCS Desk Manager * Provided by customers CC Agent CC Supervisor Agent/Supervisor Phone : SLT/LDP/LIPCommercial in confidence | © Ericsson-LG Co., Ltd. 2012 | 2012-10-08 | Page 4
    5. 5. Ipecs ccs Q› The core of affordable full IP Contact Center Suite for professional customer service and inbound call management & reporting. – Powerful ACD and Skills Based Routing with variable announcement management options – Unlimited queues (up to 9,999) – Unlimited agents per queue – Announcements & Hold music per queue – Scheduling and overflow – Remote & Multi-site support – Emergency mode – Multi-media & Social Network options – Powerful CCS Add-onsiPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 5
    6. 6. Icc scenario - aa CCS Q provides typical AA options: Inbound 1 – Sales 2 – Support 0 - Reception Call 3 – Administration 0 – or no entry to Reception 1 - Sales 2 - Support 3 - AdministrationiPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 6
    7. 7. Icc scenario - ivr IVR Pin Code Enquiry for Smart Routing and retrieval Inbound Call of customer details from a Database database Sales Support AdministrationiPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 7
    8. 8. Icc scenario – crm lookup Example Use Case:  Bronze / Silver / Gold Accounts  Normal / VIP Customer Lookup  Registered / Unregistered Inbound Service CRM Call with CLI  Customer / Supplier  Support / No Support  Account Manager  Last Answering Agent Normal VIP Accounts !iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 8
    9. 9. Icc scenario - multimedia Web Fax Facebook Call Call-back CCS Q handles multi-media and social networking communication mediums and distributes by skill to agents Tele- Web Email Twitter Marketing Chat Campaign Sales Service Social Media Sales Service Sales & Service callback in queue callback in queue queue overflowsiPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 9
    10. 10. Icc scenario – skill basedrouting Inbound Queue Queue Call With Skills Assigned Or Overflow Passed to highest skill agent who has been least busy Skill L1 Skill L1 Skill L2 Skill L3 BUSY ! BUSY ! BUSY ! BUSY !iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 10
    11. 11. Icc scenario – overflow Call Sales callback Sales Team2 callback Sales Team3 After Hours Holiday No Agents Logged In callback Max Time in Queue Max Calls in Queue Agent : Call Ratio Emergency ModeiPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 11
    12. 12. Ipecs ccs DEsk› Powerful client PC applications for CC agent and supervisor to control telephony and provide advanced service management and business efficiency with CRM interface – Easy and intuitive user interface – Contact information screen pop up – A single client to view and control telephone, calendar, presence, IM, SMS/TXT, contacts – Dag and drop call control – Built-in CRM integration interface or API for back-office application integrationiPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 12
    13. 13. Ipecs ccs report› A business intelligent that deliver historic and real time information on business communication, supporting better business analysis and decision making – Web based tool – SQL database and reporting architecture – Over 130 powerful reports for Inbound & Outbound CC system performance, service levels and agent/team evaluation – Automatic scheduling of reports to print, email or file (CSV, PDF, Excel) – API for CRM/DB integration iPECS CCS Q CCS Report Server CCS Report Web TAPI Agent Q Campaign ODBC Export to PDF document SQL One Server ServeriPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 13
    14. 14. Ipecs ccs report› Business Intelligent Dashboard – Dashboard and alert management – User configurable – Desktop or web browser based for operation anywhere – Figure, grid, bar, pie, speedo, real time graphs – Alert by sound, color and email› Playback of optional CCS Record› Budgeting & cost control managementiPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 14
    15. 15. OPTIONALMODULESiPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 15
    16. 16. Call-back in queue› Call-back in Queue – When high abandoned rate due to long wait time or not enough agents › Customers leave the call back information : return number, voice mail or CLID(default) › ACD/Skill based call routing to an available outbound agent with the same position in the queue while the callers need no longer wait › Advanced features are needed as like CLID indication, Speech recognition, CCS IVR Call to CC Inbound queue Press 9 to leave a Call-back I/B agent Enter Call-back no., Call back leave a VM or queue disconnect O/B agentiPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 16
    17. 17. Call-back in queueiPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 17
    18. 18. Web call back› Web Call Back – Leave the customer information via web site to call back – Left information is saved in Database server(SQL DB). – iPECS CCS Q will find a new web-callback and assign to available agent. – SQL DB Items : ID, Source, StartTime, QueueID, Notes, Type, Status, Phone, Name, Company – Agent can see the previous web page that the customer visited. CCS Agent Web Server CCS Server 1 2 3 CCS Web 5 www gateway CCS Q 4 * Customer must develop integration between website and CCS Desk Web Gateway Database ServeriPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 18
    19. 19. Web call backiPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 19
    20. 20. E-mail, fax, VOICE MAILqueuing› E-mail, Fax and Voice Mail E-Mail FAX Server Fax Queuing VM Server VM – iPECS CCS Q handle inbound 1. A new e-mail arrives into an inbox that multi-media including e-mail, Fax is being monitored by CCS Q and Voice Mail as like voice calls 2. CCS Q creates exact copies of any new e- Incoming in queues and route to the best e-mail server mails to be queued. The original messages are marked as read and can be kept/deleted. available agent They can be the – CCS Q retrieve the mail from the same machine CCS Q e-mail server and forwards it to CCS Server outgoing server to available agent. 3. The e-mails are forwarded to the next available agent’s inbox. – Agent will receive the mail with Outgoing e-mail server each message. Available * Supported inbound Email Server protocols: Agents . IMAP * Requires Fax server that converts incoming fax to mail . MS Exchange (2007/2010/Online Web Services)iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 20
    21. 21. E-mail, fax, VOICE MAILqueuing› E-mail, Fax and Voice Mail Queuing – Supported inbound Email Server protocols: › IMAP › Microsoft Exchange (2007/2010/Online Web Services) – Additional CCS Requirements: › Agents must have their own email address and email client application. › CCS Desk agents must be configured with the correct email addresses. › SMTP Server available to forward the email to agents. › SMTP Server must accept basic text authentication.iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 21
    22. 22. CCS social› Social Media contact center integration: Facebook and Twitter – Enable contact management for Twitter users via Call back and Facebook – Get real-time Social Media marketing statistics and trends when measuring your Twitter and Facebook response – Skills-Based Routing for all social Media requests or posts› Conditions – Agent should have its email address and it should be configured in CCS DESK administration. – Separated window service is operated to support TwitteriPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 22
    23. 23. CCS social(FACEBOOK)› Facebook Call-Back management – Facebook integration is as per Inbound Email Queue Management. – Agent must be allowed to reply Facebook email on behalf of the registered user. 1. A Wall Post / Comment / etc. is 2. Facebook sends 4. The next available agent receives Mail made on the Facebook account or notification via e-mail the Facebook notification email and is Server page that is monitored by CCS Q able to reply to that message to post 1 2 4 www CCS Agent 3. E-mail is received into the inbox monitored by CCS Q. As per Email 3 queuing, CCSQ forwards the email message to the available agent CCS Q CCS ServeriPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 23
    24. 24. CCS social(Twitter)› Twitter Call-Back management – Twitter call back request is supported by CCS Q Agent – Proper Tag should be used for call back: “Call!” – The full message sent by twitter user is displayed on agent CCS Desk – Must have Twitter account and authorize CCS Callback application to access the account Twitter www Callback CCS Q Service 1 2 CCS Server 3 CCS Agent 1. A new mentions the 2. The Twitter call back service Twitter account that is pulls the tweet and creates a 3. CCS Q forwards the call-back monitored by CCS Q callback request for CCS Q as request to the available agent per Web Call-back Database ServeriPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 24
    25. 25. CCS web chat› iPECS CCS Chat provide customers with the superlative service by enabling Web Chat Instant Messaging and link your website to your sales and support team. – Similar lookup with messenger – Needed IIS (Internet Information Service) – Greeting message limit: Max 100 characters – Transfer current chat request to others CCS Chat receives Communicates to chat request 4 find an agent 1 www 2 3 Web Server CCS Chat CCS Q CCS Server CCS Q notifies the Web chat session 6 5 available agent is established CCS AgentiPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 25
    26. 26. CCS web chatiPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 26
    27. 27. CCS web chatiPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 27
    28. 28. iPECS CCS call› iPECS CCS Call is the IP multi-media outbound contact center solution to provides affordable professional telemarketing & outbound management with reporting solutions for all business. – Load campaign data from ODBC or directly from selected CRMs – Skills Based Routing – Unlimited campaigns – Unlimited queues (up to 9999) – Unlimited agents per queue – Completion Codes – Automatic and scheduled retry – Campaign expiry date and scheduling – Built-in CRM integration for list retrieval – Historical reporting & Dashboard – Callback / SMSiPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 28
    29. 29. iPECS CCS call› iPECS CCS offers a variety of selection for campaign modes – Preview (single dial or multi-call mode) mode – Progressive mode – Pre-emptive mode – OutCall mode› Reporting with CCS Report – Agent Productivity, Campaign Performance, Disposition Codes, etc – Historical & Real-time – On-demand or Scheduled Delivery – Business Intelligence Dashboard – CCS Report API for integration with CRMiPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 29
    30. 30. iPECS CCS call› iPECS CCS Call: Preview & Progressive Modes CRM or Customer Database Disposition Code entered Outbound call is made Call is CompletediPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 30
    31. 31. iPECS CCS call› iPECS CCS Call: Pre-emptive Modes CRM or Customer DatabaseiPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 31
    32. 32. iPECS CCS call› iPECS CCS Call: OutCall Modes CRM or Customer DatabaseiPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 32
    33. 33. iPECS CCS call› iPECS CCS Call with CCS Q – Seamless blending between inbound & outbound – No need a separate set of agents for inbound & outbound – No need to log out from CCS Q queues to work on CCS Call campaigns. – HMP ports can be shared between CCS Q and CCS Call.› Screen – Campaign & agent monitoring for supervisor – After Call: agent must choose completion code – CRM screen pop when CCS Call Outbound Campaign call is assigned to agent. Button to dial the number is availableiPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 33
    34. 34. iPECS CCS IVR› Intelligent IVR and business work flow design – Offer your customers automated services without operator involvement – Taking care of transactions and services without personal interaction. – Customer DB or CRM integration, SQL Database architecture› iPECS CCS IVR with iPECS CCS Q – CCS Q and CCS IVR can seamlessly blend together – HMP ports can be shared between CCS Q and CCS IVR – Send a call from CCS IVR to CCS Q › Customer identification › Account verification – Send a call from CCS Q to CCS IVR › Payment › Customer surveyiPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 34
    35. 35. iPECS CCS IVR› CCS IVR Script Designer – Scenario using scripts based IVR – Drag & Drop supported – Easy to understand with ICON – Say, Ask number, Record, Make / Hang up call, DB integration, Email, Timer control, Integrated with CCS Q, control payment and ETC. – Prompt with TTS (English only) and recorded sound file. Say Email Make New Call Record Jump Script Database Result With Row Ask Number Timer Stops Multi Step IF expression Timer Starts Launcher Assign Variable Transfer to CCS Q Make Call <Script Designer Icons Sample>iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 35
    36. 36. iPECS CCS Records› iPECS CCS voice recording module USB 2.0 iPECS LIK/CM CCS Report NIC Server PSTN CCS Q Server - Trunk Recording One Server - BRI / PRI CCS Record Server IP SIP Trunk switch switch Ethernet switch with mirroring – MP3 or Wav format – Business Rules Processing & File Naming – BRI, PRI and SIP Trunk Recording IP phone CCS Desk – Record all or Record on Demand CCS Agent – Playback via CCS Report – Encrypted recording (3DES) – Export to WMA format – Virtual Server is not supportediPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 36
    37. 37. VOIP Call RECORDING(CONFIGURATION 1)iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 37
    38. 38. VOIP Call RECORDING(CONFIGURATION 2)iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 38
    39. 39. CCS DESK CLIEN UI Handing options: Incoming call Call Drop Held call Hold TransferiPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 39
    40. 40. CCS DESK CLIEN UI Outgoing call Transfering call Handing options: with Drag&Drop Complete TransferiPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 40 Conference
    41. 41. CCS DESK CLIEN UI. Pop Contact : Open CRM contact. Notify Call : Sends additional information Recent Call Log to the XML Gateway iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 41
    42. 42. CCS DESK CLIEN UI On Idle On conversationiPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 42
    43. 43. CCS DESK CLIEN UI Conference Room Recording Log Display Queue status on CCS Desk clientiPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 43
    44. 44. CCS DESKMANAGEMENT UIiPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 44
    45. 45. CCS DESKMANAGEMENT UI Agent StatusiPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 45
    46. 46. CCS report UI 1. Select Report Type 2. Filtering 3. Report (downloading / printing / e-mailing)iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 46
    47. 47. CCS report UIiPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 47
    48. 48. Ccs dashboard uiCreate statistic itemsto be used for Dashboard iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 48
    49. 49. CCS DASHBORD UI Dashboard Configuration & LayoutiPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 49
    50. 50. CCS DASHBORD UIiPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 50

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