“Customer Interaction Center”

Ramya B (0206-5015)

Ticketing System

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Project Overview

System Overview and Architecture

AIR Implementation

AIC Implementation

Call Routing and Handling

Conclusion

Agenda

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System Overview & Architecture

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CONTACT CENTER OVERVIEW

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Integration of AIC-AIR

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AIR Implementation

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Sun Hardware : v245,v240,Blade 150

Solaris Operating System

IR Software

NMS Telephony Boards (or) VOIP Virtual Card

Oracle 10G

IRD 6.0 Tool

Pre-requisites of AIR

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Why IVR?

The concept behind IVR systems is that the customer is presented with a series of choices from which he or she can choose.

The idea behind automated response is to provide a quick, efficient way for the customer to get the information needed.

For instance, whenever you’ve called your bank to determine your credit balance and used the automated account lookup, which reads your account balance in an automated voice, you’ve used an IVR system.

Automated Response Systems are very cost-effective. They reduce the cost as well as the effort of live agents

Contact centers blend people, processes, and technology into effective solutions that maximize customer satisfaction, cost control, and revenue generation. They maximize the lifetime value of the relationship.

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Business Scenario

The business scenario that we are developing is a Ticketing system where the customer can reach the contact center to raise a ticket regarding any problem.

In our application, Caller can be either a new customer or an existing customer.

The customer is requested to enter the ticket number in the IVR if he is an existing customer. The customer would be prompted for phone number if he is a new customer.

Based on the ticket number or the phone number he has entered, we are collecting the customer information from the database and populating the same information on the agent’s screen when the call is transferred from AIR to AIC Agent.

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WELCOME ANNOUNCEMENT

TRANSFER TO STAFF(ENGLISH)

HINDI

COLLECT PHONE # COLLECT TICKET #

ANNOUNCE TICKET#TRANSFER TO STAFF(HINDI)

ANNOUNCE TICKET#

TRANSFER TO TECHNICIAN(ENGLISH)

TRANSFER TO TECHNICIAN (HINDI)

LANGUAGE SELECTION

ENGLISH

NEW TICKET EXISTING TICKET NEW TICKET EXISTING TICKET

COLLECT PHONE # COLLECT TICKET#

AIR Call Flow

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IVR Application

Following is a screenshot of the IVR application we have developed using Avaya IVR Designer tool and we have used Vesp_dip external function for communication with IC.

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Vesp_dip The Vesp_dip is an external function used for data interchange between

the Avaya IR system and the VOX Server.

AIC includes a dedicated VOX server that will handle all communications with the AIR (vesp_dip).

AIR will interact with the AIC by mean of TCP / IP Messages exchange.

In VOX Server administration, the AIR IP Address, Port number, Channels & Extensions were configured for the TS to monitor the telephony activities on the AIR extensions.

Vesp_dip functions that we have used in the application are

– newcall

– setvdu

– Transfer

– gone

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The newcall function from AIR notifies Telephony Server when a call arrives, and asks it to generate an EDUID for that call.

AIR:AIC Application Integration

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The setvdu function sets or overwrites a single value. The IR passes the name/value pair information to the VOX Server, which in turn passes it to the EDU Server.

AIR:AIC Application Integration

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Here we used, setvdu function to set the Ticket Number to the selected Ticket number, and we passed the name/value pair to IC

AIR:AIC Application Integration

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The transfer function transfers a call from the IR to an agent at the specified extension. Transferring the call does not terminate the EDU. The Avaya IR application continues to access the EDU until the gone function is called.

AIR:AIC Application Integration

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The gone function notifies the Telephony server that the call has ended, and releases the EDUID.

AIR:AIC Application Integration

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Code generation/Application Transfer

After developing the application, code should be generated and transferred to the IR server. After transferring the application, Install the application and assign to a channel on the IVR.

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Application Assignment

After transferring the IVR application, assign the service for the channels by typing the following command:“assign serv <service_name> to chan <channel numbers >”

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AIC Implementation

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Servers

Design & Admin

• Database designer

• Workflow designer

• IC manager

Client 

Components of AIC

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ARCHITECTURE OF IC

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Voice Call Flow

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Windows 2000/2003 Server (IC)

Sun JDK 1.4.2_08

MS SQL Server 2000

Microsoft IIS 6.0

CVLAN Client 8.2.5 or Higher

Pre-requisites of AIC

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AIC Databases

Repository Database

CCQ Database

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IC Manager

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Call Routing and Agent Handling

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CALL FLOW Call lands to vdn 5500

Customer dials the number

IR application pick up and collects the information in EDU

Transfers the call to workflow(5501) with collected information in EDU

The workflow decides where to route the call based on routing hint

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Adding OCX Component To AIC(Screen POP)

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VDNS & VECTORS

VDN# VECTOR# SKILL # DESCRIPTION

5500 14 11 IVR VDN (The call lands here)

5501 15 WORKFLOW VDN (The IR transfers the call here)

5502 16 12 English speaking and new customer

5503 17 13 Hindi speaking and new customer

5504 18 14 English and existing customer

5505 19 15 Hindi and existing customer

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Agent Skills

Agent ACD ID Extn Queue Skill Value from IR

Gulzar 3500 2500 5502 Service desk (English)

# 12

Phone number, Language

Ramya 3501 2501 5503 Service desk ( Hindi )

#13

Phone number, Language

Satish 3502 2502 5504 Technician (English)

#14

Ticket number, Language

Satishj 3503 2503 5505 Technician (Hindi)

#15

Ticket number, Language

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Conclusion

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In today’s on-demand market environment, customer satisfaction has become more critical to a successful business than ever before.

Contact centers are trying to operate within ever decreasing budgets while striving to enhance the value of each customer interaction and increase agent efficiency and effectiveness across the whole enterprise.

The Product we have developed has reduced the cost and effort of a live agent by replacing the live agents with the IC agents.

The screen pop we have developed reduces the time needed to get the customer details manually thus improving the customer satisfaction.

Speech-enabled systems, IP contact centers and using the concept of presence in Session Initiation Protocol are some of the Technological enhancements over the traditional contact center.

Conclusion

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www.avaya.com/gcm/master-usa/en-us/pillars/contactcenters

www.qresolve.com

www.units.osu.edu/cic/

www.contactcallcenter.net

References

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Thank youRamya B

Email:ramyab@avaya.com