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Code : STM#350

Distribution. ED01. English. Code : STM#350. ACD Overview & Basic Configuration. Samsung Electronics Co., Ltd. Contents. Overview. Product Description. Installation & Configuration. I-Manager CMT Wallboard Supervisor (Conductor/Analyst) IVR. Routing Description.

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Code : STM#350

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  1. Distribution ED01 English Code : STM#350 ACD Overview & Basic Configuration Samsung Electronics Co., Ltd.

  2. Contents Overview Product Description Installation & Configuration • I-Manager • CMT • Wallboard • Supervisor (Conductor/Analyst) • IVR Routing Description

  3. Overview Overview Configuration System Requirements

  4. Overview OfficeServ ACD is Windows-based contact center solution that inter-works with OfficeServ.Universal Queue is applied to Contact Center for customers in order to integrate or distribute a variety of channels (e.g. PSTN, VoIP, e-mail, and outbound) and to enhance productivity and customer satisfaction. • ▪ OfficeServ ACD supports OfficeServ 500, OfficeServ 7200, and • OfficeServ 7400. • ▪ For small-sized contact centers that support about 100 agents.

  5. Configuration (Module) • OfficeServ ACD is configured with the following modules: OfficeServ ACD I-Server (Intelligent Server) OfficeServ ACD Agent • OfficeServ ACD Agent – CMT (Call Management Tool) OfficeServ ACD Wallboard OfficeServ ACD Supervisor • OfficeServ ACD Conductor • OfficeServ ACD Analyst • OfficeServ ACD Cmanager (Campaign Manager) : ACD 2.5 OfficeServ ACD IVR • OfficeServ ACD IVR – Scenario Designer and Builder • OfficeServ ACD IVR – PRecorder (Prompt Recorder) • OfficeServ ACD IVR – MPlayer (Media Player) • OfficeServ ACD IVR – IDialer (IODS Dialer) : ACD 2.5

  6. Configuration (System) Network OS 500 / OS 7200 - Trunk Port - G/W Port (Virtual Port) - ACD Port (Virtual Port/ AA Port) - Agent Port - IVR / VMS Port OS ACD Server - SQL Server - OS Linker - ACD I-Server - Web Server(IIS) - IVR (Dialogic Board) DLI/SLI OS ACD Supervisor - Conductor - Analyst - Wallboard OS ACD Agent - Softphone - Agent CMT OS ACD Agent - Digital Phone - Agent CMT OS ACD Agent - IP Phone - Agent CMT

  7. Configuration (Package) Voice Line Version2.0 Data Version2.5 OfficeServ ACD IVR OfficeServ ACD I-Server (CTI Server) OfficeServ ACD Agent Scenario Builder CMT IVR Link ICD Queue AGT Link Prompt Recorder IVR VIP Media Player Agent IODS FIFO IODS Dialer 3rd Party CIM I/F Admin CTI Link DBMS ACT Lotus Notes W/B ACD Link SQL Server Goldmine MS-Outlook OfficeServ ACD Supervisor OfficeServ OfficeServ ACD Wallboard Conductor OfficeServ Link OS 500 /7200/100 Group Analyst 7400 Cmanager Agent

  8. System Requirements Hardware Requirements < Server > base of 20 agents and 5000 inbound call per a day • CPU: Intel Pentium 4 2.0 G or higher • Memory: Minimum 1GB • Hard Disk Drive : Minimum 20 GB • Dialogic Voice Card (For IVR Application) • : D/41EPCI, D/41JCT-LS, D/120JCT-LS (PCI slot type) • < Client > • CPU: Intel Pentium 1.0 G or higher • Memory: Minimum 128 MB • Hard Disk Driver: Minimum 5 GB Software Requirements < Server > • Operating System: Windows 2000 Server or Windows 2003 Server • DBMS: SQL Server • < Client > • Operating System: Windows 2000 Professional, XP Home or higher • < System > • MP Version : V2.46 or later

  9. Product Description I-Server (ACD Server) CMT (ACD Agent) Wallboard Supervisor (Conductor/Analyst) IVR Features

  10. I-Server (ACD Server) • Overview • OfficeServ ACD I-Server is integrated inbound / outbound CTI middleware. This OfficeServ ACD I-Server connects calls made to Contact Center to an appropriate agent very fast using a variety of routing techniques including skill-based routing to provide best customer satisfaction.

  11. CMT (ACD Agent) • Overview • OfficeServ ACD Agent CMT allows the agent to control (answer, hold, or transfer) calls and to monitor calls connected to Contact Center and groups and their status in real-time and displays simple Screen Pop data in the screen, Thus, this module enables faster and more convenient response to customers.

  12. Wallboard • Overview • OfficeServ ACD Wallboard displays the current status of calls and agents in Contact Center and the important statistical data and status datain various formats in real-time so that the manager can find out and address the problems for proper operation of Contact Center.

  13. Supervisor (Conductor / Analyst) • Overview • OfficeServ ACD Supervisor performs management at anytime and anywhere by providing Web-based management and monitoring windows. • OfficeServ ACD Conductor • OfficeServ ACD Conductor sets up and manages all configurations of OfficeServ ACD. • This module also monitors connected calls and agents in each group in real-time for more efficient operation of Contact Center. • OfficeServ ACD Analyst • OfficeServ ACD Analyst creates various statistical reports of each group/ • Service/agent/campaign in real-time to support efficient operation of Contact Center. • OfficeServ ACD Analyst can display and report statistical data in real-time using log data created in OfficeServ ACD, and can convert statistical data into Microsoft Excel format data to enable editing the data in any format. • OfficeServ ACD Cmanager (Campaign Manager) • OfficeServ ACD Cmanager allows you to make various dialing strategies for campaign in OfficeServ ACD, and performs monitoring.

  14. IVR • Overview • OfficeServ ACD IVR provides proper and reliable services for calls connected to Contact Center in accordance with the flow setting and announcements, and can transfer calls to the agent by inter-working with ACD I-Server. • OfficeServ ACD IVR- Scenario Designer and Builder • OfficeServ ACD provides a scenario builder that allows you to easily create various scenarios by drag-drop operation using components. • OfficeServ ACD IVR-Precorder (Prompt Recorder) • OfficeServ ACD provides a prompt recorder that allows you to record announcements used in IVR. • OfficeServ ACD IVR-Mplayer (Media Player) • OfficeServ ACD IVR-Mplayer allows you to search or play back a file, which has been recorded by the agent using a file for recording or the urgent recording function, using Media Player. • OfficeServ ACD IVR-Idialer (IODS Dialer) • OfficeServ ACD IVR-Idialer enables dialing using IODS Dialer if the manager wants progressive dialing.

  15. Features (1) • Easy server management for processes and memories • Optimized Contact Center solution for the OfficeServ system • Covering small-sized contact center that has about 100 agents • Integration or separation of server (Integrates or distributes IVR, I-Server, and DB to a single server) • Supporting various routing / distribution functions: VIP / Regular (FIFO) / Agent Skill / Customer Grade / Service Code / ANI / DNIS / Routing of Day, Date, Time zone / Group overflow • Supporting Wallboard. • Supporting web-based monitoring/statistics. • Supporting agent blending and multi-group • Supporting Call Management Tool (CMT) that allows the agent to perform call control or to enable Screen Pop in the desktop • Supporting an easy and convenient Scenario Designer that allows you to create various scenarios.

  16. Features (2) • ACD Server (I-Server) • Integration or distribution to one server • Integrates or distributes IVR, I-Server, and DB to a single server • Various Routing • CLI / DNIS / IVR and skill based routing • Longest idle agent, multi-group, routing of day/date/time zone • Default group setting • Agent blending / call overflow • Holding tone during call waiting • ACD Agent (CMT) • Displaying various Screen Pop information • Call and data control in a single window • Displaying the other agents in real-time, and supports Single-Step dialing by using the Favorite List bar (similar to Speed Dial) • Showing caller information and queuing call counts in the service group in real-time by using the agent wallboard • Displaying messages received from the manager • Supporting multi-group selection • Supporting a completion code writing with customer information for a received call.

  17. Features (3) • ACD Wallboard • Monitoring for Server, Groups and Agents • Alarm parameters setting in different colors • Refresh timer setting • Changeable field locations, and display types • Showing multi-group login information • Showing real-time changing field • ACD Supervisor • Real-time applying for changes (except, port information) • Real-time monitoring for calls and agents • Setting call overflow and agent group override (blending) • Various types of statistical data • Fields selection in reports • Supporting Microsoft Excel data format for customizing • Various strategies for efficient outbound dialing(V2.5)

  18. Features (4) • ACD Server Manager (I-Manager) • Process Start and Stop • Process Log level management • Shared Memory management (Agent / Group / Port …) • Batch Job setup and execute ( History data delete, Summery data move …) • License Information

  19. Installation & Configuration I-Manager (I-Server) CMT Wallboard Supervisor IVR

  20. I-Manager (I-Server )

  21. Contents ACD Link I-Manager I-Manager (I-Procman) I-Manager (I-Config)

  22. ACD Link 1 ACD Link • Setting IP Address, Port • Registering IVR Group 2 • Registering ACD Group 3 4 ▪ Setting IP address of OS Link at 1. ▪ Setting IP address of ACD Server at 2. ▪ Registering ARS(IVR) Group number at 3, and ACD/AA Group number at 4. ▪ Don’t modify port number and the other information.

  23. ACD Link ACD Link • Setting Log Count, Log Path • ▪ Setting the location, the size and the count of ACD Link log file. • ▪ ACD Link log file is very useful to analysis call flow. • - Set the size and count for more than 1 week log.

  24. ACD Link ACD Link • Setting Log Count, Log Path 1 ▪ ACD Link main window. ▪ Select a log level of displaying at 1. ▪ 1 must be set to NOMSG (No message) in real site. ▪ CLS button : Clear Screen. ▪ CON button : Connect to the OS Link. ▪ TRAY button : Add to the system tray.

  25. ACD Link ACD Link • Setting Log Count, Log Path 1 • ▪ Click CON button, then ACD Link try to connect to the OS Link and display 1 Message box. • ▪ If 1 Message box is not displayed, then check the state of OS Link and IP Address configuration of ACD Link itself • ▪ The Result of connection attempt. • - Success : Closed 1 message box and enabled DCON button. • - Fail : Popped up Error Message box. Try again by clicking CON button. • ▪ Click DCON button to disconnect the connection with OS Link.

  26. I-Manager I-Manager is a management tool of OfficeServ ACD I-Server 1 2 3 4 5 6 I-Manager • I-Manager Environment Configuration tool.(3,4,5,6) I-Procman • ACD Server Process management tool.(1) I-Config • ACD Server Environment Configuration tool.(2)

  27. I-Manager I-Manager • Change password. • ▪ Changing I-Manager password. • ▪ I-Manager password is requested • For stopping I-Manager itself. • For changing the configuration of I-Config. (Wallboard reset time)

  28. I-Manager I-Manager • Set Log Level • ▪ Setting I-Manager debugging Log Level. • ▪ Log Level can be set 1 to 5 • - 1:Simple log  5:Detail log.

  29. I-Manager 1 2 3 4 5 6 I-Manager • Working history. 7 ▪ 1 is a Logging time, 2 is a Log type (Error/ Log), 3 is a Logging module (I-Manager/I-Config/I-Procman/…) and 4 is a contents of Log ▪ 5 is a Searching Date selection, 6 is a Log type Selection and 7 is a preservation period setting.

  30. I-Manager (I-Procman) I-Procman 1 2 3 4 5 • Process management. (Start/Stop) ▪ It is possible to Stop/Start all processes by clicking IProcman menu. ▪ Displaying Process Name(2), State(3), Process ID(4) and Start Time(5) for each process.

  31. I-Manager (I-Procman) I-Procman 1 • Process management. (Start/Stop) ▪ The license code is not correct : Processes are not running (Shmmgr process will stop and other process are not running also.). ▪ Process are not running : Check log file in %HOME%/log/shmmgr folder. ▪ If NetBios setting is disabled then ACD Server can not recognize physical address and can not verify license code. (Check Advanced TCP/IP Setting)

  32. I-Manager I-Config • Log Level Setting of ACD Server process 1 2 • ▪ Config Log Level(1) is Log level in configuration file. Current Log Level(2) is a current log level. • - change 1 : New log level is applied at next start time. • - change 2 : New log level is applied in real time.

  33. I-Manager I-Config • System configuration. 1 3 2 ▪ IP Address(1) : Setting fields with ACD Server IP address, OS Link IP Address, Database Server IP Address. ▪ Database Connection(2) : Setting Database user information. ▪ System Group(3) : Not implemented.(V2.5 or later)

  34. I-Manager I-Config • Agent shared memory. 1 2 3 4 5 6 7 8 9 10 11 ▪ Displaying logged in Agent information : Tel No(1), ID(2), IP-Address(3), Level(4), I/O type(5), DND state(6), Call State(7), Agent State(8), Group info(9), Security Level(10), No action result option(11). ▪ Refresh time : The interval of memory reloading.

  35. I-Manager I-Config • Agent shared memory. (Multi-group) • ▪ Administrator changes the multi-group login information in Supervisor • New configuration is applied at the next login time. • ▪ Agent changes the multi-group login information in CMT • New configuration is applied in real time.

  36. I-Manager I-Config • Group shared memory. 1 2 3 4 5 6 7 8 ▪ Displaying group information : Queuing call count(1), Agent count(2) and other configuration. ▪ Working Flag(3) is ‘N’ : All calls routed to this group are overflowed to Work.Dest(4). 4 can be other group or Tel-no. ▪ A call that is waiting more than MQT (Maximum Queue Time(7)) is overflowed to Wait.Dest(8). 8 can be other group or Tel-no.

  37. I-Manager I-Config • Group shared memory. (Overflow) • ▪ Group Overflow information. • ▪ Administrator changes group overflow information in Supervisor • New configuration is applied in real time. • ▪ It can be applied for each group, and it has no dependency with IVR/CLI/DDI routing. (cf. Skill based routing is applied IVR Routing only)

  38. I-Manager I-Config • Port shared memory. (All) 1 2 3 ▪ Displaying every port information registered in database. ▪ Every port has PortNo(2) field and MONI(3) field. ▪ MONI field value is ‘N’ : Check other modules (Check OS Link, ACD Link and System.) or register port information correctly. ▪ If you change port information, and want to apply new configuration. You must restart ACD Server processes.

  39. I-Manager I-Config • Port shared memory. (Agent) 1 2 3 4 ▪ Displaying all Agent ports registered in database. ▪ MONI(2) field value ‘N’ means that port monitoring is failed. This port can’t be used as Agent port. (All types of port have this field and the meaning is same) ▪ DD(3) field value ‘D’ means that DND is set . Call is not distributed to this port.

  40. I-Manager I-Config • Port shared memory. (IVR) 1 2 3 • ▪ Displaying all IVR ports registered in database and showing IP Address of IVR. • ▪ IVR IP Address modification. • Modify IVR System information. (Supervisor) • Restart ACD Server processes for applying new configuration. (I-Procman) • ▪ All IVR ports must be the member of IVR Group which is registered in ACD Link starting window.

  41. I-Manager I-Config • Port shared memory. (VMS) 1 2 3 ▪ Displaying all VMS ports registered in database and showing IP Address(3) of VMS and other port information. ▪ VMS IP Address modification sequence is similar to IVR case.

  42. I-Manager I-Config • Port shared memory. (Trunk) 1 2 3 ▪ Displaying all Trunk ports registered in database and showing Trunk port Routing Type(3). ▪ If you change Trunk port Routing Type, and want to apply new configuration. You must restart ACD Server processes.

  43. I-Manager I-Config • Port shared memory. (Gateway) 1 2 ▪ Displaying all Gateway ports registered in database and showing result of port monitoring.

  44. I-Manager I-Config • Port shared memory. (ACD/AA) 1 2 ▪ Displaying all Gateway ports registered in database and showing result of port monitoring. ▪ All ACD/AA ports must be the member of ACD Group which is registered in ACD Link starting window.

  45. I-Manager I-Config • Queue shared memory. 1 2 3 4 5 6 7 8 ▪ Showing the information of queued call. ▪2is queued group information, 5 is customer level (With IVR and Customer DB), 6 is customer ID (Customer CLI), 7 is a waiting time, 8 is transferred VMS no for queuing message.

  46. I-Manager I-Config • Batch job configuration. 1 3 4 2 5 ▪ Setting time and term for a Low Data and Debugging Log removing. ▪ Set DB working time to midnight : Database work is needed much time. ▪ Set DB working time to the most idle time of Call Center : 24 hours working Call Center.

  47. I-Manager I-Config • Batch job configuration. • ▪ I-Manager password need for changing Wallboard Data Reset time. • ▪ Applying of Wallboard Data Reset time. • Current time is 10, and set to 11 : will be Apply today 11. • Current time is 10, and set to 9 : will be Apply tomorrow 9. • ▪ Sum Data Move (Summary data moving) is needed for statistics in Supervisor -Analyst • ▪ Sum Data Move can be done manually at 5.

  48. I-Manager I-Config • License information. ▪ Displaying the current License Key information. ▪ Registering a new License Key.

  49. CMT

  50. Contents Introduction of CMT How to use CMT 2.0 CMT Call control System Requirements

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