Transcript Communications for Business Results

Welcomes
To The Business Convergence Centre
Copyright© 2002 Avaya Inc. All rights reserved
Avaya – Proprietary Use pursuant to Company instructions
MultiVantage Communication
Applications –
The distributed approach
(Media Servers and Gateways)
Copyright© 2002 Avaya Inc. All rights reserved
Avaya – Proprietary Use pursuant to Company instructions
Traditional Multi Site PABX
Traditional Architecture
• Features:
– Multiple complete PBXs
– Distributed control
• Disadvantages:
– Multiple sites to administer
– MACs and backup
– No hotdesking
– No centralised ACD
– Expensive
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Avaya – Proprietary Use pursuant to Company instructions
New Avaya Server / Gateway Architecture
MultiVantage Architecture
• Features:
– Separate server and gateway
– Centralised control
– Investment protection
• Benefits:
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Scalable
Simple management
Hotdesking
Virtual switch and ACD
Reduced cost
Avaya – Proprietary Use pursuant to Company instructions
MultiVantage Communication Applications
Distributed, Modular Architecture
Avaya Communication
Manager™
Media
Servers
Avaya S8700 Media Server
Media
Gateways
Avaya S8500
Media Server
Avaya S8300
Media Server
Avaya G700 Media Gateway
Avaya G650 Media Gateway
Avaya G350 Media Gateway
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Avaya – Proprietary Use pursuant to Company instructions
Example migration plan from your
existing telephony environment
Copyright© 2002 Avaya Inc. All rights reserved
Avaya – Proprietary Use pursuant to Company instructions
PSTN
2 Admin / reporting systems
Different features across different handsets
Hot seating not supported across systems
LAN
No remote / home workers
2 systems to maintain (cost)
Admin & Reporting
Admin & Reporting
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Customers
Server
Avaya – Proprietary Use pursuant to Company instructions
Single Admin / reporting system
Same (Communication Manager) features across all handsets
Hot seating supported
LAN
Utilising Digital technology
Extensive mobility features
Home workers using
SoftPhone technology
Customers
Server
Admin & Reporting
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Avaya – Proprietary Use pursuant to Company instructions
Single Admin / reporting system
Same (Communication Manager) features across all handsets
Hot seating supported
LAN
Utilising VoIP technology
Extensive mobility features
Home workers using
SoftPhone technology
Customers
Server
Admin & Reporting
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Avaya – Proprietary Use pursuant to Company instructions
MultiVantage Communication
Applications
Communication Manager 2.0
Copyright© 2002 Avaya Inc. All rights reserved
Avaya – Proprietary Use pursuant to Company instructions
Avaya Communication Manager 2.0
Enabling the distributed enterprise
• Telephony software for S8700, S8500 and S8300 Media
Servers with with over 700 proven features offering
identical features on IP and digital phones.
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Advanced conferencing (Meet-Me & Ad-hoc)
MLPP
Advanced mobility aids (SoftPhone & Extension to Cellular etc.)
Access plus & Speech Access
Communication Manager API
Call coverage
Posted Messages
Malicious Call Trace
Bridged Appearances
7 Digit Dial Plan
Attendant Vectoring
Imperatives
Fewer people, less capital
Distributed mobile operations
Retention, loyalty, revenue
Productivity, skills
Manage complexity, risk
Security, continuity
Enhanced reliability
• Local survivable processors with full features
• Separation of Switch architecture up to 10 km
• Increased security
• IP media encryption
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Avaya – Proprietary Use pursuant to Company instructions
Avaya Communication Manager 2.0
Enabling the distributed enterprise
• Advanced networking
• QSIG, DCS, DCS+, DPNSS, Analogue, ATM
• IP networking (with signaling and bearer separation)
• SIP (Session Initiated Protocol)
Imperatives
Fewer people, less capital
Distributed mobile operations
Retention, loyalty, revenue
Productivity, skills
Manage complexity, risk
Security, continuity
• World class Call Centre Software
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Expert agent selection
IVR
Recorded announcements
Predictive wait time algorithms
• Completely standards based
• 802.3af for powered Ethernet
• TSAPI, JTAPI for CTI connectivity
• LDAP for directory access
• Easy to manage and administer
• Graphical management interface
• Single server design for administration and backup
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Avaya – Proprietary Use pursuant to Company instructions
Avaya Communication Manager Features
Employee productivity
Hot Desking
• Features:
– Full Extension portability even
across sites*
– Features, COS, Abb dials, call
coverage etc. follow user
• Benefits:
Meet Me Conferencing
• Features:
– Up to 6 participants call preestablished number/extension
– One access code for all
participants
• Benefits:
– Work at the most appropriate
location
– Eliminate third-party costs
– Increased ease of collaboration
Manager / Secretary
• Features:
LDAP Integration
• Features:
– 1 Secretary / Multiple managers
– Secretary can make or receive
calls on behalf of manager
– Intercom or whisper paging
– Single point of administration
– Two-way changes
– Integrate voicemail / telephony &
e-mail
• Benefits:
– Benefits:
– Improved collaboration between
manager and secretary
* With centralised server/remote gateways
– Enhanced Security
– Lower admin overhead
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Avaya – Proprietary Use pursuant to Company instructions
Avaya Communication Manager Features
Remote worker productivity
SoftPhone
• Features:
Extension to Cellular
• Features:
– No loss of features
– 3 Versions - extension user, PDA
user and call centre agent
– Choice of connection method (4)
– Choice of user interface
– Bridges cell phone with extension
– Not dependent on cellular carrier
– Swap between handsets mid
conversation
• Benefits:
• Benefits:
– One-number accessibility
– Increased availability
– Work at the most appropriate
location
Call Coverage
• Features:
Speech Access
• Features:
– Divert to up to 6 points of cover
– Divert to off-site numbers (& return)
– Differentiate between internal &
external calls
• Benefits:
– Name dialer (dial by name or
number)
– Integration with CM or LDAP
directory
• Benefits:
– Instant access to all your
employees
– Improved availability
– One number service
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Avaya – Proprietary Use pursuant to Company instructions
Avaya Communication Manager Features
Call centre
Vectors (the heart the of call centre)
• Features:
Expert Agent Selection (EAS)
• Features:
– Conditional routing based on:
– Time of day / day of week
– Agent availability
– Expected wait time
– Digit selection etc
– Multiple (simultaneous) queuing
– Integrated announcement sources
– IVR functionality
– Off site routing
– Multi site queuing
– CTI routing
– Variables
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Up to 60 skills per agent
Reserve skills
16 levels of priority
Skills can be changed in real time
• Benefits:
– Right call to the right agent
Supervisor Functions
• Features:
– Duplicate agent login ID’s
– Remote Logout of agent
– Service Observe (listen & talk)
• Benefits:
– Ultimate flexibility
– Decreased queue times
– Customer and agent satisfaction
Benefits:
– Supervisors have full control of
the call centre
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Avaya – Proprietary Use pursuant to Company instructions
Avaya Communication Manager Features
Call Recording
Features:
5 recoding modes
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• Station Bulk
– All calls made to and from specific
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agents
Station Executive
– Dial “retain” command any time
during call to keep recording of the
whole call.
On Demand
– From any station, conference in a
recording port
Meeting
– Record meetings and assign
multiple owners
Quality
– Sampled, scheduled and agent
initiated
A software only solution
Recorder uses switch resources
Pure web application
No cabling
Fast and simple to install
No CTI required
• Benefits:
– Cost effective recording solution
for small to large call centers
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Avaya – Proprietary Use pursuant to Company instructions
Communications Devices - Hardware
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Avaya 4610
& 4620 IP
Telephone
Local call log & speed dial directory
WML (Wireless Markup Language) Browser
Integrated switched ports
24 call appearance / feature buttons
Avaya 4630
IP Phone
Avaya 4602
(IP) & 2402
(Digital)
Telephone
• Touch screen
• Integrated browser
• Dual Ethernet port
Avaya 2420 Digital Phone
• Large Screen Display
• Local Call Log & Speed Dial
directory productivity
applications
• 24 buttons on 3 pages
• Advanced Module Capability
• Fully Global ready (Icons)
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Entry Level Terminal
2 feature buttons
2 x 24 character display
Dual Ethernet port option
Avaya – Proprietary Use pursuant to Company instructions
Communications Devices - Software
Avaya IP Soft Phone/
IP Agent
• Mobility Solution
• Single and Dual Connect
functionality
• 2 user interfaces
• Call log/screen pop applications
• LDAP Integration
• Buddy list with Instant Messaging
• Dial from web page function
Avaya IP Soft Phone
for PocketPC
Avaya SoftConsole
• Single and Dual
Connect functionality
• Cusomisable user
interface
• Per-call scratch pad
• LDAP integration
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• Runs on any pocket PC
device
• Single and Dual
Avaya –Connect
Proprietary Use pursuant
to Company instructions
functionality
SoftPhone – Dual and Single connect
Calls are still subject to:
• Voice Recording
• Least Cost Routing
• Service Observe
• Measurement
Internet /
WAN
PSTN
Internet /
WAN/ Dial-up
Voice / Audio
Signalling
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Avaya – Proprietary Use pursuant to Company instructions
MultiVantage Communication
Applications
Reporting and Administration
Copyright© 2002 Avaya Inc. All rights reserved
Avaya – Proprietary Use pursuant to Company instructions
Avaya Site Administration
Standard Management Platform
Status
Area
Task Wizards
Work
Area
History
Tab
Simplifies
Graphical
and
adds,
provides
an
moves and audit
textual
trail
for all
changes
information
by
completed
tasks
turning everyday
pertaining
to
the
task
functions
beingTab
into
Schedule
step-by-step
performed.
shows the status
wizards.
of
any moves,
tasks
Adds,
waiting
toand
Add User,
changes
execute
Removereports
system
User,
are
Change
displayed
User,
Connection
Tab
Swap
here
Extension,
shows the status
Browse
Users,
of the link
Find
Spare
between
ASA and
Extensions
the
Communication
All with schedule
Manager
function. server(s)
Avaya - Proprietary
Use pursuant to21Company instructions
Avaya – Proprietary Use pursuant to Company instructions
MultiVantage Communication
Applications
Modular Messaging
Copyright© 2002 Avaya Inc. All rights reserved
Avaya – Proprietary Use pursuant to Company instructions
Avaya Modular Messaging – Architecture
client
PSTN
PBX
MAS
MS Exchange (5.5, 2000 or 2003)
Lotus Domino (5.0.10+ )*
Server
* Note: Lotus Domino 6.0.x and MS Exchange 2003
will be supported with MM 1.1 and above.
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Avaya – Proprietary Use pursuant to Company instructions
Modular Messaging for Microsoft® Exchange Data Store
An easy enhancement to Microsoft Exchange
Have all your messages (voice, e-mail and fax) in your Inbox
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Avaya – Proprietary Use pursuant to Company instructions
Easy to use client options
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Avaya – Proprietary Use pursuant to Company instructions
Single Point of Administration
e.g. in Active Directory
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Avaya – Proprietary Use pursuant to Company instructions
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Avaya – Proprietary Use pursuant to Company instructions