ComputerTalk's ice Contact Center for Lync solution in combination with Microsoft O365

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ComputerTalk is a global company that offers cloud-based and on-prem Lync native contact center with an application development tool that allows end users to build applications with functions that include web-chat, Lync voice, and Skype voice & messaging. ice is our native Lync Contact Center product that takes Lync-Skype integration to the next level. ice is an ACD and Speech IVR with an application development tool that empowers end users to build UC CEBP applications which will transform the way you interact with your customers. For more information, refer to http://www.computer-talk.com/products/contact-center-for-lync. ComputerTalk, experts in complex custom UC CEBP applications, is the current Microsoft Canada Communications Partner of the Year IMPACT award Winner. We are a Microsoft Online Service Advisor with Gold Application Development and Gold Communications competencies. ComputerTalk was founded in 1987 and is headquartered in Richmond Hill, Ontario, Canada.

Technology

in combination with Office365
General Overview

CEBP

Product Architecture Presentation

1

ice Contact Center + O365 – Instant Message (IM)
Legen
d SIP
Lync Conference

internet

sipuser@o365.co
m

Lync
(IM/Presence)

ice adds value to O365
customers by providing them the
ability to queue Instant Messages
(IM).

2

ice Contact Center + O365 – IM and Voice
Legen
d SIP
Lync Conference
Federation
internet

sipuser@o365.co
m

Lync
(IM/Presence)

ice adds value to O365
customers by providing them the
ability to queue calls and IM.
Lync
Voice

3

ice Contact Center for Lync + O365 –
Architecture.
Legend

ice Data Center

Telephone line
SIP
RTP (Media flow)

Lync Voice
SBC
SIP Trunk

PSTN User

Lync
Conference
VOIP

Office 365 Cloud

Exchange UM Voicemail

Lync
(IM/Presence)

sipuser@o365.com

4

Description – call flow - ice and O365
Inbound call flow:
• Calls come into ice on the ComputerTalk cloud.
• Self-service and routing determination from the ice platform (workflow).
• Once the most available agent is identified, ice reaches out to them via Lync federation
on O365.
• PC to PC voice call is established between the ice server and the agent, which is a
conference between the agent and the original caller.
• The agent is now handling an incoming PSTN call on an O365 Lync account without
enterprise voice.
Outbound call flow:
• Agent clicks “place call” using the iceBar interface.
•
ice places an outbound call to the agent (via federation).
• Once agent accepts the call, ice places an outbound call to the number the agent
dialed, and connects the two.
• Agent is on an outbound call (via ice) without enterprise voice.

5

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ComputerTalk's ice Contact Center for Lync solution in combination with Microsoft O365

1. in combination with Office365 General Overview CEBP Product Architecture Presentation 1

2. ice Contact Center + O365 – Instant Message (IM) Legen d SIP Lync Conference internet sipuser@o365.co m Lync (IM/Presence) ice adds value to O365 customers by providing them the ability to queue Instant Messages (IM). 2

3. ice Contact Center + O365 – IM and Voice Legen d SIP Lync Conference Federation internet sipuser@o365.co m Lync (IM/Presence) ice adds value to O365 customers by providing them the ability to queue calls and IM. Lync Voice 3

4. ice Contact Center for Lync + O365 – Architecture. Legend ice Data Center Telephone line SIP RTP (Media flow) Lync Voice SBC SIP Trunk PSTN User Lync Conference VOIP Office 365 Cloud Exchange UM Voicemail Lync (IM/Presence) sipuser@o365.com 4

5. Description – call flow - ice and O365 Inbound call flow: • Calls come into ice on the ComputerTalk cloud. • Self-service and routing determination from the ice platform (workflow). • Once the most available agent is identified, ice reaches out to them via Lync federation on O365. • PC to PC voice call is established between the ice server and the agent, which is a conference between the agent and the original caller. • The agent is now handling an incoming PSTN call on an O365 Lync account without enterprise voice. Outbound call flow: • Agent clicks “place call” using the iceBar interface. • ice places an outbound call to the agent (via federation). • Once agent accepts the call, ice places an outbound call to the number the agent dialed, and connects the two. • Agent is on an outbound call (via ice) without enterprise voice. 5

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ComputerTalk's ice Contact Center for Lync solution in combination with Microsoft O365

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