moderator: martin steinmannparticipants: jan-vincent liwanag, kristine mina, danna aduna

March 11, 2013 / Bentley University / Boston MA

Web Contact Center

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2Presenter Team

Jan Vincent LiwanagDanna Aduna Kristine Mina

1. Contact centers, like UC, move to IT and the Web>Many of our customers asked for a basic but integrated call queuing capability

>Contact centers need to be connected to the browser for both callers and agents (WebRTC)

>A software application, fast and scalable yet simple to setup and use

2. Current solutions are too expensive>Hardware centric proprietary solutions are too expensive

>Web standards replace proprietary CTI interfaces

>Multi-media w/ click-to-call and click-to-chat

3. Private cloud based product>A product and not just a service

>Globally networked and scalable

3It is time for a new solution that fits into an IT environmentWHY a New Contact Center Solution ?

>Introduced at CoLab 2012 as a concept

>Our initial goal is unchanged>Call and voicemail queuing with email and chat to follow

>Up to 500 calls in queue per server, up to 200 agents per server

>Complete set of core ACD features

>Modern Web gadget based agent / supervisor portal

>Initial set of real-time and sliding window statistics

>Project status>Beta release coming up in Q2

>First GA release scheduled for Q3

>Talk to us about participating in the beta phase

Significant progress was madeWhere are we with openACD?

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>Highly flexible queuing>Skills based call distribution

>Configurable recipes for queue management

>Multiple clients can be served (multi-tenant)

>Designed for multiple media and multiple channels

>Individual agent skills, away or break codes, wrap-up time, call disposition

>Agent DTMF controls for operation without agent dashboard

>Implemented using Erlang, optimized for concurrency and distributed operation, MongoDB

>Standards based>Standard SIP for calls

>Software only solution that can be clustered

Complete set of core featuresKey Features of the Core openACD System

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>sipXecs integration>Configuration via the sipXecs Web UI

>Unified account credentials

>Custom Agent and Supervisor UI>Movable gadgets for agent and supervisor customization

>Tab separation for agent and supervisor gadgets

>Normal and widescreen layouts

>Supervisor management of active agents and calls in queue

>Other Features>Real-time and sliding window statistics

>Configurable Client popups

>Mashup with other gadgets

A Fully Integrated Gadget Based UIAgent and Supervisor Workstation

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Example

Sample Set-up8

TechSupport:Tech, English

Supervisor

Sales_English:Sales, English

Sales_German:Sales, German

AcmeTechSupport

AcmeSalesEnglish

AcmeSalesGerman

WidgetTechSupport

WidgetSales

Acme Inc

TechSupport380

SalesEnglish381

SalesGerman382

Widget Corp

TechSupport370

SalesEnglish371

SalesEnglish372

Callers

LINES QUEUES

AGENTS

Sample Set-up9

TechSupport:Tech, English

Supervisor

Sales_English:Sales, English

Sales_German:Sales, German

AcmeTechSupport

AcmeSalesEnglish

AcmeSalesGerman

WidgetTechSupport

WidgetSales

Acme Inc

TechSupport380

SalesEnglish381

SalesGerman382

Widget Corp

TechSupport370

SalesEnglish371

SalesEnglish372

Callers

LINES QUEUES

AGENTS

Sample Set-up10

TechSupport:Tech, English

Supervisor

Sales_English:Sales, English

Sales_German:Sales, German

AcmeTechSupport

AcmeSalesEnglish

AcmeSalesGerman

WidgetTechSupport

WidgetSales

Acme Inc

TechSupport380

SalesEnglish381

SalesGerman382

Widget Corp

TechSupport370

SalesEnglish371

SalesEnglish372

Callers

LINES QUEUES

AGENTS

Sample Set-up11

TechSupport:Tech, English

Supervisor

Sales_English:Sales, English

Sales_German:Sales, German

AcmeTechSupport

AcmeSalesEnglish

AcmeSalesGerman

WidgetTechSupport

WidgetSales

Acme Inc

TechSupport380

SalesEnglish381

SalesGerman382

Widget Corp

TechSupport370

SalesEnglish371

SalesEnglish372

Callers

LINES QUEUES

AGENTS

Sample Set-up12

TechSupport:Tech, English

Supervisor

Sales_English:Sales, English

Sales_German:Sales, German

AcmeTechSupport

AcmeSalesEnglish

AcmeSalesGerman

WidgetTechSupport

WidgetSales

Acme Inc

TechSupport380

SalesEnglish381

SalesGerman382

Widget Corp

TechSupport370

SalesEnglish371

SalesEnglish372

Callers

LINES QUEUES

AGENTS

Demo

Architecture

Integrated with sipXecsPowerful Distributed Architecture

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External Systems

sipXecs Stack

Proxy Server

Media Server(FreeSwitch)

Configuration Server MongoDB(agents, queues, skills,

clients, etc.)

OpenACD

Statistics and Reporting

Agent Dashboard

>Web UI is built on HTML/CSS/JS

>API built on JSON-RPC 2.0 and Events via WebSockets

>Gadget and Tab based UI for customizability and extensibility

Web UI and APIs for Agent / Supervisor Dashboards

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Browser APIJSON-RPC 2.0Websocket

Next Steps

>Start Beta phase for the first release

>We will add incremental capabilities through the rest of the year

>Extending openACD to become able to fully replace existing formal contact center solutions

>Historic reporting package

>IM integration for agent / supervisor communication

>Redundancy and scale: Clustered operation

>IVR frontend

>Cloud hosted or private cloud deployment options

>Distributed agent population (global queues)

2013 and beyondNext Steps - Roadmap

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Demo Slides

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System > Servers > Call Center

Installation20

Features > Contact Center

Configuration21

Features > Contact Center > Agents

Demo Configuration22

Features > Contact Center > Lines

Demo Configuration23

Dashboard

Supervisor Session24

Managing agents and queues

Supervisor Session25

Log-in

Agent Experience26

Dashboard

Agent Experience27

Receiving a call

Agent Experience28

Call processing

Agent Experience29

http://www.sipfoundry.org/