This document discusses conducting a spring cleaning of a contact center system to optimize performance. It describes imagining being a new CIO or telecom director who needs assistance assessing and consolidating contact centers. The author suggests providing a thorough planning session, 90-day analysis and design plan. Key aspects of contact centers discussed include vector directory numbers to route calls, vectors to determine call treatment, hunt groups to route calls to agents with specific skills, and the call management system to monitor results and reports. The document emphasizes creating actionable roadmaps, practical plans and measurable outcomes to address issues around resources, expertise and value.

1. Spring Cleaning: Getting the most out of your UC/CC Systems
Jonathan Reddish
Solution Consultant- PRISM Advisory Services

2. 2
What If……?
Imagine you are a new CIO….
– You have a problem, but don’t know what it is or where to start
– You are discussing with major consulting firms and want another opinion
> We suggest…..
– Rapid assessment and finite recommendations with a supporting business case
> We deliver
– Business, IT/Telecom, and Contact Center system assessment
– Recommendations to move forward
– Vendor independent, detailed communication system specifications

3. 3
What If……?
Or Telecom Director….
– You are creating 2 RFPs, one to acquire SBCs and a second to select SIP carriers
> To be followed by a 3rd RFP for Proof Of Concept and Production Implementation
> We suggest…..
– Expert assistance to develop the first two RFPs
– Assistance evaluating vendor responses
> We deliver
– Detailed technical RFP content assuring accurate specifications
– Comprehensive checklists and recommendations assuring apples to apples evaluations
– Proactive, unsolicited SOW detailing our recommended approach to the Proof of Concept and
Implementation

4. 4
What If……?
You are a Telecom Director….
– You have 4 large contact centers that need to consolidate
– Executive management is pushing
> Great internal resources but they are swamped
> Can get traction but can’t keep it going
> Need help to define, design, and plan next steps
> We suggest…..
– A thorough planning session to understand the problems and opportunities
– A detailed 90 day analysis, design, and planning Assistance evaluating vendor responses
> We deliver
– A comprehensive Scope Of Work describing
> Activities
– Tasks
• Deliverables

5. 5
What Business Problems do we solve?
> Environment discovery
– Holistic approach to the telecommunications infrastructure
– Uncover unknown variables that effect your plans
– Benchmark and set a baseline
> Resources (lack there of)
– Day to day fires keep you from long term planning
– Lack of internal holistic methodology
– Group think
> Expertise
– Lack of internal training of environment or silos
– Unreliable outcomes from various sources
– Stakeholder and IT/Telecom disconnect

6. 6
The Benefits
> Clarity
– Create actionable roadmaps
– Practical execution plans, costs, and outcomes
– Create Measurable results
> Resources unavailable in-house
– Proprietary toolsets
– Objectivity (industry, organization, manufacturers, technology)
– Bias based upon expertise
> Value
– Customized precise deliverables
– Consistency
– Excellent customer satisfaction

7. 7
Toolset Examples

8. 8
Toolset Examples

9. 9
Bridge the gap between IT and the business
Consultative methodology applying Arrow SI
> Intellectual property and systems
> Expertise: Design, Implementation, Business Process Analysis
Positioning solutions as assets for ROI incentives
Marrying technology and business imperatives with inherent
> Services born out of the communications environment
> Functions of systems that enable widespread architecture integration
Realizing tangible benefit
> Cost
> Business impact and process improvement
> Strategic Value: Envisioning beyond today
Offering an extremely wide, flexible array of services – both fixed and custom

10. 10
HealthCheck – Avaya Aura
HealthCheck provides customers:
> Accurate assessment of telecommunication investment
> Evaluation of Avaya Aura® system configuration, infrastructure, and licensing using
real time data reflecting true performance and resource needs
You benefit by:
> Establishing fact-based foundation to manage changes and achieve readiness in
support of growth, expansion, and on-going support
> Obtaining relevant, pragmatic recommendations based on Arrow SI and
manufacturer experience to address:
– Compatibility issues and infrastructure dependencies
– Potential system platform modifications and replacements
– System disruption and reliability challenges

11. 11
HealthCheck - General
Provides detailed, accurate system profile and supporting recommendations resulting in cost reduction, system optimization, and
operational improvement
Target Audience
> Executives concerned with realizing benefit from their investment
> Management requiring outside opinion/expertise to substantiate or build business cases
Typically includes
> Extensive system discovery, benchmarking to industry standards, and gap analysis
> Business requirements mapping
> Recommendations (system tuning, configuration, licensing, equipment)
Value
> Highlights areas that can be right sized to reduce costs or optimize the system
> Uncovers Important issues
– Unbalanced resources (licenses, processors, communication paths)
– Capacity, Housekeeping, and Single Points of Failure
> Establishes an accurate inventory with release and rev levels (hw, sw, firmware)

12. 12
Enterprise Services
Target Audience
> Clients in need of expertise to address business process, system infrastructure, and organization support needs
> Outgrown existing infrastructure and/or require assessment of “best in class” for their needs
> Lacking confidence in existing staff, manufacturers, or business partners
Includes
> Assessment & Roadmap.
> Architecture & Design
– System feature, function, and operational requirements supporting business and IT requirements
– Deliverables detailed specs, logical architecture for Network, Core, UC & CC Apps, and end user clients and devices
> System Integration
– Implementation
– Design
– Cradle to grave implementation, education, and support
Value
> Enterprise-wide business and technical community engagement and buy-in
> Vendor independence enables final solution sourcing from multiple sources
Addressing customer Telecom, UC, and Contact Center needs with the widest possible range of assessment,
recommendations, justification, specification, design and implementation services

13. 13
Enterprise Services
Analysis Design Spec Plan Implement
Enterprise
Roadmap

14. Thank You
Next up Jim Cook

15. Call Center Tune Up
James M. Cook
Sr. Contact Center Specialist

16. 16
Clean Up Your Call Center
> Cleaning up your call center by creating a defined, behind the scenes map
of how and who a call is routed to within the call center.
> How does the routing work?
– Breakdown of Important Call Center Elements
– Vector Directory Number
– Vectors
– Agent Groups (Hunt Groups)
– Agent ID
> Manage results of the calls and routing performance in the Avaya Call
Management System

17. 17
Start by Identifying the problem and the solution
Where do you start?
Identify your problems and the solution

18. 18
Overview of the Solutions Work Flow
Arriving
Calls
Trunk Groups
DNIS Digits
Internal
Prompts
Host Based
Routing
Applications/
Call Types
VDN 1001
VDN 1002
VDN 1003
VDN 1004
VDN 1005
Call
Flows
Vector
------
------------
-----
Vector
------
------------
-----
Vector
------
---------
Hunt
Groups
S
K
I
L
L
S
Agents

19. 19
What is a Vector Directory Number (VDN)?
> VDN= is the differentiator as to what group of experts the call is routed to
> A VDN is a “soft” extension number (3 to 13 digits) that is part of an Avaya
Communication Manager’s dial plan and is not assigned to a physical
equipment location.
> There are up to 20,000 VDNs that can be assigned.
> Important to note on VDNs:
– Starts the Call Center process
– Name is seen by agents on the digital display
– Reports the total customer experience

20. 20
Vector Directory Number Example

21. 21
Call Vectoring
> Once VDN is set, it then routes a single call vector
> Once the call goes to a vector, call routing and treatment are determined by the
commands.
> Call Vectoring Command Samples:
– Specify Call Handling Conditions
> Time-of- Day (TOD)
> Day-of-Week (DOW)
> Staffing Conditions
> Estimated Wait Time (EWT)
– Specify Call Handling Treatments
– Music-on-Delay,
– Announcements,
– Busy and
– Ringing
> Prompting
– Caller Specific
– Routing Decisions
> Routing to local or distant destinations

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Hunt groups (skills)
> The Vector will route to hunt groups which are agents that have specific
skills:
– Example for calls that need to be routed to an agent licensed in Colorado, they are
routed to a group of agents licensed in Colorado
> Inbound ACD calls are directed to “Hunt Groups” that are administered as
“ACD Skills” within an Avaya Communication Manager driven Avaya Server
that is running Elite Avaya Call Center Software
* The maximum quantity of skills per system depends on the Avaya Server model and is Avaya Communication
Manager release

23. 23
Expert Agent Selection Agents
> Expert Agent Selection (EAS) Agents are those ACD Login ID’s that equate
to extension numbers (typically 3 to 7 digits)
> An Agent’s EAS login ID is associated with a specific telephone only when
the agent actually logs into that specific telephone
> Skilled assignments typically based on criteria (language, tenure, licenses
held, service proficiency and sales proficiency)
– This allows an ACD call to be directed to agents who are assigned those particular
skills and have the calls tracked
> A call to the EAS login id reaches the agent independent of the telephone
the agent is currently using

24. Monitoring Results through CMS
Call Management System
Data Storage
CMS Supervisor
CMS Reports

25. 25
CMS Overview

26. 26
CMS Historical Data Storage

27. 27
CMS Supervisor GUI Interface

28. 28
CMS Supervisor Real Time Report Example

29. 29
CMS Supervisor Capabilities

30. 30
CMS Supervisor Capabilities Continued

31. Call Center Tune Up
Custom evaluate
Call Center features purchased VS being used
Complete evaluation of Hunt groups, VDN’s, Vectors and Agents
Complete evaluation of CMS

32. Questions