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UCB Unified Communications for Business

UCB Unified Communications for Business

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UCB Unified Communications for Business

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  1. UCBUnified Communications for Business Presented by Andy Loffman UCB Software – v7.0


  3. Timing • Average Timing of Course: 9.00 am Start 12.30am-1.15pm Lunch break 5pm Finish Short refreshment breaks will be taken in the morning and afternoon sessions, at an appropriate point in the course

  4. Materials Supplied • Course notes (folder) • System Overview – specifies IP addresses and network infrastructure • PowerPoint Slides • USB Stick • TAPI Driver • TAPI Tools • Electronic Documentation Library • Boundary Document • UCB SIP Port Calculator • UCB Software

  5. Course Introduction • Introductions • Name • Company Affiliation • Background/Experience • Personal Objectives of Course • A lot of material to cover! • Some less-important areas of the course will not be covered in detail due to time constraints • I will assume a certain amount of background knowledge. Please stop me if you do not understand anything. • Please feel free to ask questions at any point

  6. Course Content – Day 1 • Introduction to UCB • SV8100 Integration • Requirements • Installation & Troubleshooting • Verification & Operation

  7. Course Content – Day 2 & 3 • Knowledge Worker Applications • Configuration • Desktop Applications • Voicemail & Presence • Console Application • Configuration • Client Application • Linking to other modules

  8. Course Content – Day 4 - 5 • Installation/Troubleshooting • Voice Queuing • ICD • Skills Based Routing • Alerts • Queue Blocking • Queue Callback • Announce • Progress • Announcements • Query • Auto Attendant • Desktop • Agent features • Supervisor features • Final Exercise • Build final solution based on requirements

  9. Section 1 Introduction to UCB

  10. What is UCB? • Zeacom OEM UC solution on NEC platform • SV8100 • IPS/2400/SV8300/SV8500/SV7000/U3C • Single Scalable Communication Solution • Unifies the Entire Organisation • Enhances the SV8100 to be a complete UC solution • Efficiency for Internal and External interactions • Appropriate application for Business Needs • Knowledge Worker • Operator • Contact Centre (Voice/eMail/Fax/Web) • Process Automation (Queries)

  11. What does UCB offer?

  12. UCB Benefits • Single Server Deployment for Standard installations. • Single Point of Administration for all modules • Feature Rich Integration between Voicemail, operator consoles and contact centre users • Bespoke Scripting Components for customers with Advanced Needs • Modular Licensing Structure

  13. Knowledge Worker Desktop Telephony Outlook Integration Presence Voicemail Unified Messaging Mobility

  14. Console • Windows Based Operator application • Calls delivered using ICD • Keyboard, Drag and Drop, Click Control • Visibility of who is calling (CLI, Name, etc) • Day/Night Mode management • Attendant, Queue Messaging • Phone Status, Presence Status • Networked Presence • Complete integration with Zeacom Voicemail

  15. Contact Centre Integrated contact center solution Real-time intelligent call routing Reporting – 128 standard reports included with all systems shipped Full Media blending (email / chat / fax / SMS) Outdial Integrated IVR Screenpops Back-office integration Callback Designed for contact centers with up to 100 seats on SV8100

  16. Reading Material? • Documentation Library • Electronic Library supplied on USB drive or downloadable from FTP • Should always be your 1st port of call and Bible for anything relating to UCB • Use chrome or firefox as a default browser

  17. Reading Material? • Boundary Document • Regularly revised detailing SV8100/UCB boundaries • Copy available on DVD • Copy on FTP site • SIP Port Calculator • Used to calculate SIP Port requirements • Volume based on Voicemail/Console/Queuing requirements

  18. Overview of Room • System Overview Slides • PC Logon information • Software Locations • UCB Software (Pre reqs/TSP/Library/Software) • TAPI Tools • Licenses

  19. Exercise – Install the UCB Library • Browse to the UCB folder, run the Documentation_Library windows installer • Locate the

  20. Section 2 SV8100 Integration

  21. SV8100 Integration • TAPI Interface • Call Control/Monitoring • Queuing/Call Routing • Virtual Extensions • UCB based Calls are Queued/Routed on Virtual Extensions • SIP Interface • SIP Extensions controlled by UCB Server • Voicemail Ports • Queue Announce

  22. TAPI SV8100 Integration • 3rd Party TAPI • Provides Call Control/Monitoring of Telephony Devices • SV8100 3rd Party TAPI Driver installed onto UCB Server • TSP Driver included on UCB drive • Installed as pre-requisite to installing UCB Server • UCB Server communicates via TAPI • SV8100PBX Server process is responsible for this processof control and monitoring • UCB Server additionally makes TAPI Phone based function calls to provide Function key interaction with UCB • TSP driver is deployed in multiline mode (UCB only) • Voicemail/Agent Login/Break keys may be assigned to Terminals

  23. SIP SV8100 Integration • 3rd Party SIP • Used for UCB Voicemail and Queue Announce • Aculab • Prerequisite middleware deployed onto UCB Server • Aculab provides RTP API to UCB Server • UCB Server: • Several server processes within UCB used for managing SIP extensions and SIP Call flow: • SV8100PBX Process • SIP Process • AnnouncePort Process

  24. TAPI/SIP Interface TCP Port 8181 TSP Socket UDP Port 5070 SV8100 IPLA Interface SIP Signalling UCB Server UDP Port 10020 onwards SIP RTP

  25. UCB Queuing Functionality • Queue Pilot • Callers dial a Pilot Number which is forwarded to a Department Group controlled by the UCB application. • The Pilot number is used to determine the Call nature based on the initial dialled/routed number. • A separate Pilot Number is created for each Queue. • The Pilot number is associated as a Virtual Extension on the SV8100.

  26. UCB Queuing Functionality • Queue Pilots • Default • Voicemail • Hold (See next slide) • User Defined • Console Queue(s) • ACD Queue(s) • Hold/Park Pilot • Adopted from UCB on other NEC Platforms • Arbitrary Value for SV8100 • System Park Hold used on SV8100

  27. UCB Queuing Functionality • Department Group Queuing • All Queue Pilots are forwarded to a Single Department Group on the SV8100 • Contains Flexible number of Virtual Extensions referred under UCB as Virtual Route Points

  28. UCB Queuing Functionality – Department Group Queuing

  29. UCB Queuing Example 5601-5608 • Queue Extensions • Voicemail, Operator, ACD, etc • Forwarded to STG Group • STG Group • Unused Group (i.e. 60) • Pilot 600 • Virtual Route Points • 8 Ports used for Virtual Route Points • Assigned to STG Group (i.e. 60)

  30. UCB Queuing Functionality • SIP Soft Ports • SIP Soft Ports are assigned to the UCB Server • SIP Soft Ports provide an RTP/Speech path between the UCB Server and SV8100 • SIP Soft Ports are used when a call is destined for Voicemail and/or Queue Announcement

  31. UCB Voicemail Call Flow Example 5601-5608 A call is destined for Voicemail User dials 5555 or DDI pointed to 5555 The call is initially offered on Ext 5601 or the next available Virtual Route Point UCB determines the call is for Voicemail based on dialled number 5555 UCB performs a Call Pickup from Ext 5601 or an available SIP Soft Port on the Offering Virtual Route Point. The Voicemail Greeting is played and the call completed on the SIP Soft Port freeing up the Virtual Route Point Ext.

  32. UCB Queuing Functionality • Configuration and Sizing • Always use UCB SIP Port estimator for guidance on sizing • The number of SIP Soft Ports are determined by the number of Licenses. • Licenses are explained in detail later. • A SIP Port is utilised when either a Voicemail port is used or a Queue Announcement is made (i.e. Auto Attendant/Queue Announcement). • The Virtual Route Point Extension is used as the initial Offering point for any type of UCB call • Call Load and Frequency will ultimately determine the number of Virtual Route Point Extensions required. • 8 ports are recommended by NEC/Zeacom.

  33. Service Codes • SV8100 service codes utilised by UCB • Individual Codes used by UCB • Park • Unpark • Pickup • Forward All • Monitor Conversation • Identical Service Codes required between UCB and SV8100 • Service Codes are defined during Installation/Configuration • Codes can also be verified under UCB Administrator (System Setup)

  34. Function Keys • Application Keys can be assigned to NEC Terminals to interact with UCB Application • Login/Wrapup/Presence, etc • Application Keys are added to Terminals via SV8100 PC Programming • Keys are then assigned to Application Keys inside UCB Administrator Note: Certain caution should be taken when assigning keys as a Primary function. Keys should be considered as a backup/tertiary function.

  35. Function Key Example • PC Programming configuration • Available under Wizards (Applications/UCB/UCB 5.1/UCB Extension Settings/UCB Function Keys) • A Function key is assigned as ‘76-Application Key’ • The Additional Data field i.e. 1 becomes the assigned key within UCB Administrator • The Name field is assigned to DESI-less Terminals

  36. UCB Function Key Assignment • UCB Keys are assigned using UCB Administrator • System Setup/PBX/NEC SV8100/Dterm Keys • Various Key functions are available for Phone, Voice Messaging, Contact Centre features, etc. Some examples include. • Mailbox Access, Record Conversation • Login, Break, Wrapup • Keys are changeable on the fly • Keys rely on sv8100pbx and pabx features process • As pre previous PBX Programming example • Login key would be associated to key 1 of Ext 200 and Ext 201 • Break key would be associated to key 2 of Ext 200 and Ext 201

  37. Section 3 Requirements

  38. Licensing • Licensing covered throughout course • Examples • SV8100 • Licenses applied via LMS as per normal • UCB • Seperate License required • Installations are assigned to a license by ID of Product Key • License is supplied on receipt of PO • Import to PC (Valid for 10 days from import) • Via Web • Via License File • License (Product Key) assigned to Hardware ID of PC • See UCB Library for full information on importing/registering Licenses

  39. SV8100 Requirements • Hardware • IPLA/IPLB Resource Card • Software • 3rd Party CTI License (LKS-SYS-3rd CTI-LIC) for TAPI • 3rd Party IP Device License (LK-SYS-IP-Terminal-SIP1-LIC) for SIP extensions

  40. SV8100 Requirements • IPLA/IPLB Resource Card • Size of Card dependant on • Existing VoIP requirements • UCB Queue Announcement Requirements • UCB Voicemail Requirements • Other i.e. Conference Requirements • DSP/Channel per Announce/Voicemail call

  41. SV8100 Requirements • 3rd Party CTI License • Required for 3rd Party TAPI Driver • Site License

  42. SV8100 Requirements • 3rd Party SIP License • Remember to use UCB Port Calculator for help/guidance • Number Dependant on • Voicemail Ports • Queue Announcement Ports • DND Extension (Queue Blocking) • Executive Conference Ports

  43. SV8100 Requirements • Virtual Route Point and Virtual Pilot Extensions • Virtual Extensions are not licensed on SV8100 • A total of 256 Virtual Extensions are available on SV8100 • The total number available to UCB is reduced by other Virtual Extensions assigned external to UCB

  44. SV8100 Example

  45. System Requirements - Server • Following are the recommended specifications required for running the UCB Server Application. • Base Configuration - Server PC • Windows Server 2008 R2, Server 2012 • .NET Framework 4.5 • CPU: Quad-core Nehalem-based Xeon @ 2.13GHz • RAM: 8GB (Windows Server 2008 R2) • Free Disk Space: 200GB or over • Virtualised Servers are supported – Server specifications must be reserved on Host • Network Card. • TCP/IP Network Protocol (Using a fixed IP Address) • The Server application is not supported on • XP, Vista, Windows 7, windows 8 • Small Business Server • Note: Windows Server 2008 R2 supported from UCB v6.0 onwards • Note: The above are the specifications for UCB set-up only. They may differ if you install additional applications. • Note: The above are examples of Base Configuration only. The documentation Library details further information on High Traffic Configurations.

  46. Additional System Requirements – Server Following are the recommended specifications required to use/install the UCB Server Application. Additional items 3 Disk Partitions recommended (1 System, 1 UCB Data, 1 UCB Logs) CD-Rom Drive USB Port Mouse or other Pointing Device Keyboard SVGA (800x600) or higher resolution, video adapter and monitor A dedicated Server PC is recommended Requires Local Administrator rights An IT Administrator is normally required during the installation

  47. System Requirements – Client PC Following are the recommended specifications for the UCB Client Applications. Client PC Windows 8, Windows 7 Business Versions CPU: Intel based 1.5GHz or higher recommended RAM: 2GB or more (Windows8/Windows 7) Network Card. TCP/IP Network Protocol The above are the specifications for UCB Client Applications only. They may differ if you install additional applications

  48. Additional System Requirements – Client • Following are the recommended specifications required to use/install the UCB Server Application. • Additional items • Sound Card & Speakers • Mandatory Requirement for Console • Optional Requirement for Desktop/Executive Insight • Microsoft Outlook 2007/2010/2013* *32 Bit Only • Mandatory Requirement for Executive Insight • Visual Studio Office Runtime (Included with Client Applications Folder) • CD-Rom Drive • USB Port • Mouse or other Pointing Device • Keyboard • SVGA (800x600) or higher resolution, video adapter and monitor • Requires Local Administrator rights (Executive Insight) • An IT Administrator is normally required during the installation

  49. Network & Firewall Requirements • UCB Server to SV8100 • Direct IP connection • TAPI Driver TCP Port 8181 • SIP Registrar UDP Port 5070 • SIP RTP UDP Port 10020 onwards • O&M Interface TCP Port 8010

  50. Network & Firewall Requirements • UCB Client to Server • Proprietary Messaging Format • Auto Discovery Multicast UDP Port 16384 • Traffic Multicast UDP Port 3069 • Multicast Address