Vocalcom CTI popup

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Vocalcom CTI pop-up dialing extension for
AvayaYves Provost
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Principle

• Unique solution based on Hermès .Net contact
  center platform and Avaya infrastructure
• enables the two systems to work in perfect
  harmony and to profit from each components key
  advantages.
• maximize past investments and allow companies
  with existing Avaya infrastructure to further
  build upon and expand functionalities.
• easy CTI layer for Avaya platform
• add outbound functionality to Avaya platform

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Combined functionalities

• Avaya
• ACD skill-based routing
• CMS BCMS reporting functionality
• Supervisor functionality
• Vocalcom
• CTI
• Outbound dialer
• Screen pop-up
• Web Scripter agent interface
• Supervision

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Outbound dialing modes

• Preview dialer shows agent information and only
  dials number after validation gt personalization
• Progressive dialer launches call as soon as
  agent is available only productive calls are
  transferred typically used in b-to-b campaigns.
• Predictive similar to Progressive, but with more
  powerful algorithms taking into account
• Unproductive calls
• Average talk time
• Agent status.

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CTI functionality outbound dialing
Dialing (classifier)
Make predictive call
VDN
VDN
Route?
Destination
Vector
CTI with dialer
Auto answer
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CTI functionality database access (1)
Dialer Overview
Vocalcom CTI
Agent status Call progress
Make call, N, Context
Vocalcom Dialer
Call List Accessor
Configuration
Web service
Statistics
Callbacks
Dialing results Agent wrap-ups
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CTI functionality database access (2)
CallList Accessor
DB Interface
Default behavior
SQL Oracle Oledb Access
Give next n
ID, Phone n
Rules Jscript.Net
Web service Xml file
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Call List Accessor Configuration
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CTI functionality database access (3)
CallList Accessor
DB Interface
Default behavior
SQL Oracle Oledb Access
Modify call status
Call failed (busy)
Create callback
Rules Jscript.Net
Web service Xml file
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Call List Accessor Configuration
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Outbound conclusion

• Full dialing mode manual, progressive,
  predictive
• Avaya Call Qualifier
• Flexible open database connections
• Rules-based record selection (Web Service, XML)
• Rules-based callback management (Web Service,
  XML)
• CTI pop-up Vocalcom Web Scripter

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CTI functionality Inbound calls
ASAI Connection
VDN Monitoring
VDN
VDN
Vector
Route?
Destination
Agent monitoring
CTI with Proxy
Agent monitoring
Commands
Agent Link
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Inbound conclusion

• Vocalcom-based queue selection (optional)
• Skill-based Avaya routing
• CTI pop-up Web Scripter Interflow
• Vocalcom or Avaya monitoring
• Real-time supervision
• Reporting Avaya CMS BCMS reporting

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Avaya prerequisites

• Prerequisites for ASAI-based CTI integration
• MAPD or co-resident DLG
• Minimum Definity 8.3 or later version
• ASAI Core Plus
• CMS/BCMS is the reporting engine
• ASK VOCALCOM TO VALIDATE THE CONFIGURATION!

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General conclusion

• Stand-alone Avaya functionalities
• very good
• Avaya functionalities linked with Vocalcom
  platform
• outstanding