At the SIPfoundry CoLab 2013 users conference members of the team introduce the new Web and mobile contact center based on the open source project openACD. A new software based contact center (ACD) solution that runs in the cloud.

1. Web Contact Center
moderator: martin steinmann
participants: jan-vincent liwanag, kristine mina, danna aduna
March 11, 2013 / Bentley University / Boston MA
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2. Presenter Team 2
Danna Aduna Jan Vincent Liwanag Kristine Mina

3. WHY a New Contact Center Solution ?
It is time for a new solution that fits into an IT environment 3
1. Contact centers, like UC, move to IT and the Web
> Many of our customers asked for a basic but integrated call queuing capability
> Contact centers need to be connected to the browser for both callers and agents (WebRTC)
> A software application, fast and scalable yet simple to setup and use
2. Current solutions are too expensive
> Hardware centric proprietary solutions are too expensive
> Web standards replace proprietary CTI interfaces
> Multi-media w/ click-to-call and click-to-chat
3. Private cloud based product
> A product and not just a service
> Globally networked and scalable

4. Where are we with openACD?
Significant progress was made
>Introduced at CoLab 2012 as a concept
>Our initial goal is unchanged
> Call and voicemail queuing with email and chat to follow
> Up to 500 calls in queue per server, up to 200 agents per server
> Complete set of core ACD features
> Modern Web gadget based agent / supervisor portal
> Initial set of real-time and sliding window statistics
>Project status
> Beta release coming up in Q2
> First GA release scheduled for Q3
> Talk to us about participating in the beta phase
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5. Key Features of the Core openACD System
Complete set of core features
>Highly flexible queuing
> Skills based call distribution
> Configurable recipes for queue management
> Multiple clients can be served (multi-tenant)
> Designed for multiple media and multiple channels
> Individual agent skills, away or break codes, wrap-up time, call disposition
> Agent DTMF controls for operation without agent dashboard
> Implemented using Erlang, optimized for concurrency and distributed operation, MongoDB
>Standards based
> Standard SIP for calls
> Software only solution that can be clustered
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6. Agent and Supervisor Workstation
A Fully Integrated Gadget Based UI
>sipXecs integration
> Configuration via the sipXecs Web UI
> Unified account credentials
>Custom Agent and Supervisor UI
> Movable gadgets for agent and supervisor customization
> Tab separation for agent and supervisor gadgets
> Normal and widescreen layouts
> Supervisor management of active agents and calls in queue
>Other Features
> Real-time and sliding window statistics
> Configurable Client popups
> Mashup with other gadgets
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7. Example

8. Sample Set-up
8
TechSupport:
Tech, English
Supervisor
Sales_English:
Sales, English
Sales_German:
Sales, German
AcmeTech
Support
AcmeSales
English
AcmeSales
German
WidgetTech
Support
WidgetSales
TechSupport380
SalesEnglish381
SalesGerman382
Acme Inc
TechSupport370
SalesEnglish371
SalesEnglish372
Widget Corp
Callers
LINES QUEUES
AGENTS

9. Sample Set-up
9
TechSupport:
Tech, English
Supervisor
Sales_English:
Sales, English
Sales_German:
Sales, German
AcmeTech
Support
AcmeSales
English
AcmeSales
German
WidgetTech
Support
WidgetSales
TechSupport380
SalesEnglish381
SalesGerman382
Acme Inc
TechSupport370
SalesEnglish371
SalesEnglish372
Widget Corp
Callers
LINES QUEUES
AGENTS

10. Sample Set-up
10
TechSupport:
Tech, English
Supervisor
Sales_English:
Sales, English
Sales_German:
Sales, German
AcmeTech
Support
AcmeSales
English
AcmeSales
German
WidgetTech
Support
WidgetSales
TechSupport380
SalesEnglish381
SalesGerman382
Acme Inc
TechSupport370
SalesEnglish371
SalesEnglish372
Widget Corp
Callers
LINES QUEUES
AGENTS

11. Sample Set-up
11
TechSupport:
Tech, English
Supervisor
Sales_English:
Sales, English
Sales_German:
Sales, German
AcmeTech
Support
AcmeSales
English
AcmeSales
German
WidgetTech
Support
WidgetSales
TechSupport380
SalesEnglish381
SalesGerman382
Acme Inc
TechSupport370
SalesEnglish371
SalesEnglish372
Widget Corp
Callers
LINES QUEUES
AGENTS

12. Sample Set-up
12
TechSupport:
Tech, English
Supervisor
Sales_English:
Sales, English
Sales_German:
Sales, German
AcmeTech
Support
AcmeSales
English
AcmeSales
German
WidgetTech
Support
WidgetSales
TechSupport380
SalesEnglish381
SalesGerman382
Acme Inc
TechSupport370
SalesEnglish371
SalesEnglish372
Widget Corp
Callers
LINES QUEUES
AGENTS

13. Demo

14. Architecture

15. Powerful Distributed Architecture
Integrated with sipXecs
15
External
Systems
sipXecs Stack
Proxy Server
Media Server
(FreeSwitch)
Configuration Server MongoDB
(agents, queues, skills,
clients, etc.)
OpenACD
Statistics and Reporting
Agent Dashboard

16. Web UI and APIs for Agent / Supervisor Dashboards
>Web UI is built on HTML/CSS/JS
>API built on JSON-RPC 2.0 and Events via WebSockets
>Gadget and Tab based UI for customizability and extensibility
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Browser JSON-RPC 2.0 API
Websocket

17. Next Steps

18. Next Steps - Roadmap
2013 and beyond
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>Start Beta phase for the first release
>We will add incremental capabilities through the rest of the year
>Extending openACD to become able to fully replace existing formal contact
center solutions
> Historic reporting package
> IM integration for agent / supervisor communication
> Redundancy and scale: Clustered operation
> IVR frontend
> Cloud hosted or private cloud deployment options
> Distributed agent population (global queues)

19. Demo Slides
19

20. Installation
System > Servers > Call Center
20

21. Configuration
Features > Contact Center
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22. Demo Configuration
Features > Contact Center > Agents
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23. Demo Configuration
Features > Contact Center > Lines
23

24. Supervisor Session
Dashboard
24

25. Supervisor Session
Managing agents and queues
25

26. Agent Experience
Log-in
26

27. Agent Experience
Dashboard
27

28. Agent Experience
Receiving a call
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29. Agent Experience
Call processing
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