2
HIGHLIGHTS • Programmable soft buttons provide Login, Set Ready, Set Not Ready and ACW • Present agent status synchronized with Genesys enabled soft phone • Support for Genesys and Active Directory login authentication • Configurable via Genesys Administrator/CME • Supports a load balanced Active- Active High Availability model • Optional Agent Activity Monitor Web view to observe agent status with ability to set agents ready, not ready and logout individually or per group or switch • Combines Active Directory and Genesys security controls to constrain access and Agent Group visibility to the Monitor SERVICES DATASHEET Overview The Genesys SoftAgent application supports the business need of agent availability by providing agent state controls on alternate devices such as desk phones or vendor-equivalent software phones. Supervisors and team leaders can also take advantage of an optional activity monitor user interface to gain broader visibility of their respective team’s status, and manage availability of their team members. The SoftAgent application provides an alternative way to manage agent state when available workstation software does not provide similar capabilities, is not accessible, or when agents have a preference for working only with the phone interface. Features and Functionality The SoftAgent application for Cisco allows Web-enabled CISCO IP phone users to log in, go ready, not ready, set after call work (ACW) or log out from their phone using soft buttons on the phone display. When setting not ready, reason codes can be selected to more effectively communicate the state. Labels on the phone soft buttons are configurable in text and position. The design of the phone application accommodates use of all the standard phone features and allocated buttons and blends with other service applications enabled on the phone. The SoftAgent application supports Genesys and Active Directory login authentication, and is configurable via Genesys Administrator/CME. It also supports a load balanced Active-Active High Availability model. The SoftAgent Application combines Active Directory and Genesys security controls to constrain access and Agent Group visibility to the monitor. The optional Agent Activity Monitor allows management to access real-time agent status, including Agent Group or all extensions on a given switch, via any Web browser. From this view, users can set one or more agents ready, not ready or log them out. This is an ideal tool to close the contact center in an emergency or log out agents who are no longer available. Benefits Sustaining service levels is a key objective of the Contact Center. Only by ensuring continual readiness to provide service can an Enterprise retain customer loyalty and meet their business goals. In providing effective tools, business managers can establish a path to business continuity for front, remote and back-office Contact Center staff. The SoftAgent application for Cisco offers: • Agent status features of Genesys without the need for workstation softphone • Alternate agent controls should there be a workstation or CRM failure • Back-office workers integrated into the Genesys routing plan • Monitoring web view to observe and manipulate agent status for an agent group or switch • The ability to logout all agents in an emergency • New phones types can be added as custom developments Genesys SoftAgent for Cisco

Genesys SoftAgent for Cisco · SERVICES DATASHEET Genesys SoftAgent for Cisco / page 2 Genesys and the Genesys logo are registered trademars o Genesys Telecommunications Laboratories

  • Upload
    ngohanh

  • View
    223

  • Download
    3

Embed Size (px)

Citation preview

Page 1: Genesys SoftAgent for Cisco · SERVICES DATASHEET Genesys SoftAgent for Cisco / page 2 Genesys and the Genesys logo are registered trademars o Genesys Telecommunications Laboratories

HIGHLIGHTS

• Programmable soft buttons provide Login, Set Ready, Set Not Ready and ACW

• Present agent status synchronized with Genesys enabled soft phone

• Support for Genesys and Active Directory login authentication

• Configurable via Genesys Administrator/CME

• Supports a load balanced Active-Active High Availability model

• Optional Agent Activity Monitor Web view to observe agent status with ability to set agents ready, not ready and logout individually or per group or switch

• Combines Active Directory and Genesys security controls to constrain access and Agent Group visibility to the Monitor

SERVICES DATASHEET

OverviewThe Genesys SoftAgent application supports the business need of agent availability by providing agent state controls on alternate devices such as desk phones or vendor-equivalent software phones. Supervisors and team leaders can also take advantage of an optional activity monitor user interface to gain broader visibility of their respective team’s status, and manage availability of their team members.

The SoftAgent application provides an alternative way to manage agent state when available workstation software does not provide similar capabilities, is not accessible, or when agents have a preference for working only with the phone interface.

Features and FunctionalityThe SoftAgent application for Cisco allows Web-enabled CISCO IP phone users to log in, go ready, not ready, set after call work (ACW) or log out from their phone using soft buttons on the phone display. When setting not ready, reason codes can be selected to more effectively communicate the state.

Labels on the phone soft buttons are configurable in text and position. The design of the phone application accommodates use of all the standard phone features and allocated buttons and blends with other service applications enabled on the phone.

The SoftAgent application supports Genesys and Active Directory login authentication, and is configurable via Genesys Administrator/CME. It also supports a load balanced Active-Active High Availability model.

The SoftAgent Application combines Active Directory and Genesys security controls to constrain access and Agent Group visibility to the monitor.

The optional Agent Activity Monitor allows management to access real-time agent status, including Agent Group or all extensions on a given switch, via any Web browser. From this view, users can set one or more agents ready, not ready or log them out. This is an ideal tool to close the contact center in an emergency or log out agents who are no longer available.

BenefitsSustaining service levels is a key objective of the Contact Center. Only by ensuring continual readiness to provide service can an Enterprise retain customer loyalty and meet their business goals. In providing effective tools, business managers can establish a path to business continuity for front, remote and back-office Contact Center staff.

The SoftAgent application for Cisco offers:

• Agent status features of Genesys without the need for workstation softphone

• Alternate agent controls should there be a workstation or CRM failure

• Back-office workers integrated into the Genesys routing plan

• Monitoring web view to observe and manipulate agent status for an agent group or switch

• The ability to logout all agents in an emergency

• New phones types can be added as custom developments

Genesys SoftAgent for Cisco

Page 2: Genesys SoftAgent for Cisco · SERVICES DATASHEET Genesys SoftAgent for Cisco / page 2 Genesys and the Genesys logo are registered trademars o Genesys Telecommunications Laboratories

SERVICES DATASHEET

Genesys SoftAgent for Cisco / page 2

Genesys and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories, Inc. All other company names and logos may be trademarks or registered trademarks of their respective holders. © 2012 Genesys Telecommunications Laboratories, Inc. All rights reserved.

Corporate Headquarters

Genesys 2001 Junipero Serra Blvd. Daly City, CA 94014 USA

Worldwide Inquiries:

Tel: +1 650 466 1100 Fax: +1 650 466 1260 www.genesys.com

About Genesys

Genesys is a leading provider of multi-channel customer experience and contact center solutions. With over 3,500 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office. Genesys helps customers power optimal customer experiences that deliver consistent, seamless and personalized experiences across all touchpoints, channels and interactions.

For more information visit: www.genesys.com, or call +1 888 GENESYS.

2012054676 v. 2 – 06/12-U.S

Technical OverviewThe SoftAgent for Cisco application is a combination of Cisco Web-enabled phone sets, such as the 7900 series, Cisco UCM configuration and Microsoft Internet Information Services (IIS). The SoftAgent application resides on one or more IIS servers and access is controlled via Windows/IIS security policies.

To support large scale deployments (800+) of phone sets, it is recommended that multiple IIS servers be deployed in an Active-Active architecture with an HTTP load-balancer distributing requests. HTTP session management is not required.

Phone set users are required to log into the Genesys infrastructure using their Genesys usernames which may contain an optional password. The extension of the phone is discovered from the phone set.

Users of the Web-based Activity Monitor view are required to be logged into their workstation which uses Windows integrated security to perform single sign-on to the Website. Further Windows security controls, in tandem with Genesys access security, may constrain access to the application and visibility to Agent Groups.

Technical Requirements• Microsoft IIS version 6/7/7.5

• Microsoft .NET 3.5 Framework

• Genesys CIM 7.5 through 8.1

• Cisco UCM 7.x, UCM 8.x

• Cisco 7900 series Web phones

• Cisco IP Communicator 7.x, 8.x

• Internet Explorer 7 through 9

• Firefox 3 through 11

• Chrome 6 through 18

Figure 2. Activity Monitor Web page

CiscoUCM

Activity/Monitor

Microsoft Infrastructure

SoftAgent

SoftAgent

Configuration

T-Servers

Genesys Infrastructure

LoadBalancer

Figure 1. Phone receiving unsolicited status change

Figure 3. Architecture diagram

About Genesys Professional ServicesGenesys Professional Services helps customers and partners succeed through expert business consulting and industry experience, unsurpassed software solution planning and training, proven implementation strategies, and experienced project management. We offer a wide variety of packaged and custom-tailored development solutions to provide an imple-mentation strategy that meets specific client requirements.www.genesys.com