“Customer Interaction Center”

1. “Customer Interaction Center” Ticketing System Ramya B (0206-5015)

2. Agenda Project Overview System Overview and Architecture AIR Implementation AIC Implementation Call Routing and Handling Conclusion Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

3. System Overview & Architecture Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

4. CONTACT CENTER OVERVIEW Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

5. Integration of AIC-AIR Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

6. AIR Implementation Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

7. 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 Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

8. 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. Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

9. 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. Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

10. WELCOME ANNOUNCEMENT LANGUAGE SELECTION HINDI ENGLISH NEW TICKET EXISTING TICKET NEW TICKET EXISTING TICKET COLLECT PHONE # COLLECT TICKET # COLLECT PHONE # COLLECT TICKET# TRANSFER TO STAFF(ENGLISH) ANNOUNCE TICKET# TRANSFER TO STAFF(HINDI) ANNOUNCE TICKET# TRANSFER TO TECHNICIAN (HINDI) TRANSFERTOTECHNICIAN(ENGLISH) AIR Call Flow Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

11. 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. Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

12. 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 Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

13. AIR:AIC Application Integration • The newcall function from AIR notifies Telephony Server when a call arrives, and asks it to generate an EDUID for that call. Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

14. AIR:AIC Application Integration • 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. Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

15. AIR:AIC Application Integration • Here we used, setvdu function to set the Ticket Number to the selected Ticket number, and we passed the name/value pair to IC Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

16. AIR:AIC Application Integration • 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. Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

17. AIR:AIC Application Integration • The gone function notifies the Telephony server that the call has ended, and releases the EDUID. Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

18. 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. Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

19. 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 >” Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

20. AIC Implementation Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

21. Components of AIC • Servers • Design & Admin • Database designer • Workflow designer • IC manager • Client  Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

22. ARCHITECTURE OF IC Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

23. Voice Call Flow Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

24. 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 Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

25. AIC Databases Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy. Repository Database CCQ Database

26. IC Manager Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

27. Call Routing and Agent Handling Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

28. Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

29. Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

30. CALL FLOW Customer dials the number Call lands to vdn 5500 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 Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

31. Adding OCX Component To AIC(Screen POP) Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

32. VDNS & VECTORS Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

33. Agent Skills Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

34. Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

35. Conclusion Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

36. 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 Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

37. References www.avaya.com/gcm/master-usa/en-us/pillars/contactcenters www.qresolve.com www.units.osu.edu/cic/ www.contactcallcenter.net Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

38. Thank you Ramya B Email:ramyab@avaya.com Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.