© 2009 arc solutions. all rights reserved. uc applications specialists console portfolio update for...

© 2009 Arc Solutions. All rights reserved.

UC Applications Specialists

Console Portfolio Update for Cisco SE’s and Specialists

Anthony [email protected]

209-475-9370

© 2009 Arc Solutions (International) Ltd. All rights reserved.

Meet Arc

• Optimize person-to-person communications in the Enterprise

• Design and develop UC Business Applications -Exclusively for Cisco

• In-house design, development, integration & testing• Global Sales, Marketing & Technical Support• Presence in EMEA, USA, Middle East & Asia-Pacific• Technology Development, Solutions Plus, and OEM

Partner• Strong working relationships with product and technical

personnel within Cisco – Similar to a Cisco Business Unit• Tight alignment with Cisco Product, Marketing, Sales, and

Engineering Teams• Sophisticated Console and Directory Solutions• Software available directly from Cisco or Certified Reseller• Console of choice from UCBU and Advanced Services• Out of Box and Custom Application Solutions• It’s all about the data . . .


Agenda

• Cisco’s Operator Console Portfolio

• Cisco Unified Consoles

• Arc Enterprise

• Application Decision Tree


Perspective onCisco Attendant Console - CAC

Many basic features neededLacks Transfer recall, directory & search customization, segmented Call ParkLittle call in queue info, operator statistics, supervisor package, multi-tenant features…

Not supported in all countriesNot architected for Right to Left language support

Has Accessibility issuesNot architected for JAWS screen reader for sight impairedHad to remove “Support for JAWS” from all docs (doesn’t work)

Future needs also on the horizonVista/Windows7 support, CUPS Presence & Web 2.0 integration will be critical

Multi-year development required to address customer needs & to be at competitive levelsCisco Attendant Console is aging, last new feature introduced ‘04

Many customer problemsRecently decreased the number of supported CAC’s per cluster Many major escalations in last 18 months

OEM &

End of Sale process to

ease customer impact


Console Positioning

Small business

Departmental Operator

Multiple queues Comfort messagesCall recordingLarge, multi feed directoryMultiple vendor presence integrationComprehensive reportingResilience

Customer requirement Type of sale

Low touch‘box’ sale

Niche requirement

Standard Mid CUCM offer

Standard Large CUCM offer

High touch solution sale

Multiple queuesLarge directoryCUPS presence integration>500 directory

Multiple queues<500 directory


Cisco Console Positioning

Small Business

Mid Market (<500 phones)

Enterprise(>500 phones)

Large enterprise(>20,000 phones)

Global Enterprise(>50,000 phones)

Arc Express

Cisco Unified Business Attendant Console

& Cisco Unified Department Attendant Console

Arc Enterprise

Cisco Unified Enterprise Attendant Console

Cisco Unified OEM Offerings address 85% of Customer

Base


Arc Express for CUCME

• Use mouse or keyboard • Full drag and drop• See calls in queue• See call details before

answering• Abandoned/answered call

list per queue• Multiple call queuing• Night service by

destination/time• Individual priority settings• Destination status

preview• Busy Lamp • Import utility for large,

manual directory imports• Simple telephony icons• Multiple call hold• Consult transfer• Multiple call handling• Independent Speed dials• Alternative number dial• Speed search


Business -Rules Driven

ACDQueuing

BLF / Phone info from CUCM

Extensive 32 field role based

directory

Returning calls information

Enterprise - console client

Call Contro

l

Presence info from CUPS/OCS

Outlook Calendar

information

Alternate contacts

Absence notes

Parked Calls

Speed Dials


Cisco Unified Department Attendant Console

Queue Features•Support for one queue•Show Calls in queue•Queue Overflow

Directory Features•Directory up to 150•CUCM Directory integration•3 Directory Search options

Telephony Features•2 Concurrent Operators•5 Departments Maximum•Transfer Recall•Call Park•Call Park Recall•Call Toggle•Conference•Speed Dial•Localization•Presence (CUPS)


Cisco Unified Business Attendant Console

Queue Features•Support for three queues •Show Calls in Queue•Queue Overflow

Directory Features•Directory up to 500•CUCM Directory integration•4 Directory Search options

Telephony Features•6 Concurrent Operators•Transfer Recall•Call Park•Call Park Recall•Call Toggle•Conference•Speed Dial•Localization•Presence (CUPS)•Night Mode•Emergency Mode


Cisco Unified Enterprise Attendant Console

Queue Features•Support for 25 queues •Show calls in Queue•Overflow options to Queues

Directory Features•Directory up to 25,000•CUCM Directory integration•6 Directory Search options

Telephony Features•25 Concurrent Operators•Transfer Recall•Call Park•Call Park Recall•Call Toggle•Conference•Night Mode•Emergency Mode•Presence (CUPS)•Camp On•Set CFWD


Solutions Plus Enterprise – Differentiation

Queue Features• Unlimited Queues

Directory Features• Directory of 100,000• LDAP Directory integration• 6 Directory Search options

Telephony Features• 100 Operators• Email Notification• Supervisor Client• Monitoring, Reporting,

Logging


Arc Enterprise – DifferentiationQueue Features• Unlimited Queues

Directory Features• Directory of 100,000• LDAP Directory integration• 6 Directory Search options

Telephony Features• 450+ Operators• MOC Integration• Outlook Integration• SMS, and XML Notification• Redundancy• Multi-Tenant• Serial Calling• XML Phone Directory• HTML Directory (Intranet)• XML Presence • XML Whisper• Click to Dial• Directory Integration• XML Screen Pop• Java Midlet


• Supervisor Function• Visual Statistics• Real-time monitoring• Graphical reporting• Live changes• Report templates• Over 285 reports• Inbuilt PDF creator• Measure performance

against a service level• PC Wallboard• No Call Control• Visual Alarms• System Administration• Concurrent Usage Licensing

Supervisor

Vital business tools for managers or team leaders


Applications Architecture

OperatorConsole

SupervisorPhone

Applications

TAPI / CTI

Windows Server

SQL

Wallboard


Server Requirements

• The Arc Server application needs to run on a dedicated hardware server platform. No other applications must run on this server.

• Pentium 4 2.2 GHz

• 40 GB Hard Drive

• 2G RAM

• Windows 2000/2003 server

• Microsoft SQL 2000/SQL 2005

• SQL Express 2005 for smaller installations

• All Arc applications are provided as “Arc software only”. The partner/customer has to source the hardware and Microsoft software/licenses

• All Arc applications are based on concurrent usage licensing

• Virtualization possible


Pricing – At a glance

Arc Express SP-ARC-XPS-ATT-CON $1095CUDAC CUD-ATT-CON $1395CUBAC CUB-ATT-CON $2195CUEAC CUE-ATT-CON $3000Arc Enterprise Console SP-ARC-ENP-ATT-CON $4800(maintenance purchased from Arc Solutions)

(Arc List Pricing)Arc Enterprise Server $5000Arc Enterprise Console $2495

Arc Enterprise Supervisor $2995Arc Whisper Page (100 Seats) $1500Arc XML Presence (100 Seats) $800Arc Wallboard $995


CUCM Console comparison

Product Implementation Scalability Features Upgradeability Supported by

Enterprise Premium (full)

Manual CUCM configuration, wizard install, more complex requiring training or ideally Arc installation + PS

Up to 100 console clients, ++queues, dual failover server, up to 150,000 entries

Presence, extended searching, phonetics, failover, international dial plan support, in queue messaging

Upgrade or add on any feature in Arc portfolio including Precision, SA, TI, Witness, etc

Arc Solutions or reseller (support contract required)

Enterprise S+ (Solutions Plus)

Manual CUCM configuration, wizard install, more complex requiring training

Up to 100 console clients, normal queue limitations, up to 100,000 directory entries

Core console features with Whisper Page only.

No Arc Solutions or reseller (support contract required)

CUEACCisco Unified Business Attendant Console

Web based, simple, limited options (no server apps)

25 consoles, 100,000 directory entries, max 50 queues. Directory imported from CUCM

Subset of Enterprise S+. No Whisper, Presence, Diverse telephony features

No Cisco TAC

CUBACCisco Unified Business Attendant Console

Web based, simple, limited option (no server apps)

6 consoles, 500 directory entries, max 3 queues. Directory imported from CUCM

Subset of Enterprise S+. No Whisper, Presence, Mid Market level telephony features

No Cisco TAC

CUDACCisco Unified Business Attendant Console

Web based, simple, limited options (no server apps)

10 consoles as 5 pairs each with access to 1 queue <=150 databased entries imported from CUCM

No queues window, Whisper. Basic telephony features for team answer functionality

No Cisco TAC


Operator centers

• Spotting an opportunity• Majority of incoming calls not managed by DID or call center• High internal call traffic• Role based personnel

• Why not use a phone/sidecar?• PBX’s operator consoles have always been highly featured• Operators have expectations of telephony functionality• Other vendors have mature and well featured options• Efficient front line call handling is a given

• Operator center vs Contact center?• Similar requirement in call routing

• Identify-prioritize-route-answer-conclude-measure

• Answer + transfer vs answer + conclude• Operators need directory + advanced telephony


Key business requirements

• Call Queuing• Multiple incoming calls into one point• Business rules to prioritise• Optional voice message to comfort/inform• Reporting based upon queue activity and performance

• Busy Lamp Field• Instant ‘presence’ indication across the enterprise• Enable transfer directly from BLF

• Rapid call transfer• Minimal keystrokes• Screened/unscreened options• Intuitive but comprehensive interface

• Recall and progress information• Unanswered calls to come back with ID• No calls should be lost or left hanging


Decision Tree

•How Many Users are in your CM Directory?

•How Many Concurrent Operators? 100-150

150-500

500-25,000

25,000+

1-2

1-6

1-25

25+

Is this for Communications Manager Express?

Recommend Arc Express

Console

Do you need:•LCS Integration•Outlook Integration•LDAP Integration•Monitoring•Reporting•Redundancy

Engage Arc Through Reseller

Engage Arc for:

•Presentations•Questions•Demo’s•RFP’s•Pricing•Discovery

Recommend Unified:•Enterprise Console

•Business Console

•Department Console

YES

NO

NO

START

YES

Recommend Unified:

•Enterprise Console

•Business Console

•Department Console

•Arc Enterprise


Application Discovery

Discovery Questions

1. Do you ever get calls for people who have left the company?• Do these calls end up in ex-employee voicemail with no return call?

2. Do you ever get calls for employees in particular departments? • What is the process for look up and transfer?

3. Do you ever get calls for employees that are not in your directory?• How do you handle these calls?

4. Do you ever get calls for employees in other locations or on other systems?• How do you handle these calls?

5. Do your operators need to coordinate a physical replacement for breaks and off hours?• How do you handle operator calls in remote locations?

6. Do your supervisors and managers need to provide a certain level of service for their operators and help desks?• How are things measured today? • What is the process for measuring?

7. Do your operators leverage instant messaging to interact with employees?• Is presence a key component to how they interact with Instant Messaging?

8. Do your operators have visibility into employee calendars or room scheduling? • Is the tool integrated into their telephony system?

9. Do you have multiple sources of information/directories that need to be accessed by your operators or employees?

• How many directory sources do you have? (CallManager, Active Directory, Exchange, Unity, SAP, Internal etc)• Are these all managed separately?• Which of these contain information pertinent to an Operator (probably more than one)

10. Do your Operators take a lot of “internal” calls?• Are these calls mainly from employees trying to reach colleagues in other locations or departments?• How about pushing it out to the phones, or an intranet based directory?• How about through a Speech interface


Application Discovery

Business Value Usage Questions

Q When your company receives a call for an employee who is no longer with the company, would it be beneficial to be able to tell the caller that the employee is no longer with the company, and transfer the call to someone in the same department and perhaps with the same job title, rather than transfer a call to a voicemail box that will not get checked?

Q When your company receives calls for new employees, or for employees in particular departments, would it be helpful if, your operator sent all of these calls to the right party the first time?

Q When an operator from a remote branch leaves for a break, emergency, or at the end of the business day, would it be helpful if the calls can overflow to an operator in an alternate location, but still be answered with a greeting from the local office or department?

Q When a call comes in for an employee or a department, would it be beneficial for your operator to have visibility into the employees presence and calendar information? If the employee is in a meeting, would it be helpful to send a visual message to the screen of the phone in the meeting room?

Q When a call comes in for an employee who has an out of office message set, would it be valuable to inform the caller of the greeting before offering to transfer the call to voicemail?

Q If that same person was travelling and had an alternate number that she could be reached at, would it be helpful to transfer the call to an alternate number rather than a message system?

Q Would it be valuable to streamline the update process to have a central management point for all of these directory integrations?

Q Would it be valuable to take the directory that the Operator has and push it to the company on an intranet site with click to dial, an xml service on an IP phone, and a natural speech interface?


Local References

• Babcock and Brown

• Levi Strauss

• Bass Pro

• Heffernan Insurance Group

• City of Sacramento

• Oakland School for the Arts


Global References


Summary

• Cisco’s Operator Console Strategy

• Cisco Unified Consoles

• Arc Enterprise

• Decision Tree

• THANK YOU!!

Anthony [email protected]

209-475-9370

© 2009 arc solutions. all rights reserved. uc applications specialists console portfolio update for...

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