Upload
cedric-stout
View
33
Download
1
Embed Size (px)
DESCRIPTION
311 Telecom Information. CRM Vendor Briefing January 22, 2010. Agenda. Current Telecom Environment Planned Telecom Environment Questions. Current Telecom Environment. Current Telecom Environment. Cisco Call Manager / Cisco Voice Portal Genesys Avaya G3R Nice – call recording - PowerPoint PPT Presentation
Citation preview
311 Telecom Information
CRM Vendor BriefingJanuary 22, 2010
Agenda
Current Telecom Environment Planned Telecom Environment Questions
Current Telecom Environment
PSTN
CiscoCall
Manager
Genesys Middleware
Call Information is presented to Genesys Middleware PBX via 2 CTI Links to MAPD cards in the PBX.
StatServer tracks Agent, VDN & Other configured objects to allow the Routing Strategies to correctly route Calls.
TDD Calls are always handled by Genesys & NXO Systems. After hours a “Closed” message is presented.
YesNo
Xfer CallTo VTO for
“Sold On Hold”
Have AvayaTransfer Call
To311 Agent
Call TransferredAs RequestedTo 311 Agent
NXi
PrimaryCTI Link
BackupCTI Link
Avaya PBX (611 Walker G3R)
AgentReady
CiscoVoice Portal
Current Telecom Environment
Cisco Call Manager / Cisco Voice Portal
Genesys Avaya G3R Nice – call recording NXi – TDD Symon - Display
Planned Telecom Environment
CoHLAN / WAN
PSTN
Avaya G450 Media Gateway
PORTS 1-24 2420161284 PORTS 25-48 484440363228
ASYNC 1 ASYNC 2
A1
A2
CONSOLE POWER
CONSOLE
STATUS
BASE-TX
VG 248
10/100
LINK
100
RX
TX
Cisco Call Manager
COMPACT
Avaya S8720
CiscoIP Phone
311
CoH Data Center
T-1 (TDM) Trunk
IP (Virtual) Trunk H.323
Network Connection
NXi
PC w/Softphone
Planned Telecom Environment
Avaya S8720 Phone System Cisco Call Manager Verint (Witness) Call Recording Verint (Blue Pumpkin) Workforce
Mgmt NXi – TDD Symon - Display
Questions?