gce productdescription sip based soln ed01 v2

Genesys Compact Edition (GCE)

SIP R1.0

Product Description

SIP Server Solution

Restricted availability – under PCS

(Premium Customer Support) only.

Direct Questions and Comments to Kentis Gopalla

2 SIP Server Product Description

Table of Contents

1 New in GCE Release 1.0 .................................................................................................... 3

2 SIP-based solution at a glance ............................................................................................ 4

Introduction ............................................................................................................................. 4

What is SIP? ........................................................................................................................... 4

Why SIP in Genesys Compact Edition? ................................................................................... 4

3 Key Concepts and Architecture ........................................................................................... 4

Key Concepts.......................................................................................................................... 4

Architecture ............................................................................................................................. 5

4 Solution Details ................................................................................................................... 5

Overview ................................................................................................................................. 5

SIP solution components ......................................................................................................... 5

Profile Management ................................................................................................................ 6

Creating Phone Sets ............................................................................................................... 7

Creating Trunks ...................................................................................................................... 7

5 Stream manager features .................................................................................................... 8

Creating and Managing Voice Announcements ....................................................................... 8

Supervisor Functionality .......................................................................................................... 9

Agent Personal Greeting ......................................................................................................... 9

Call Origination Whisper ........................................................................................................ 10

6 Genesys SIP endpoint connector ...................................................................................... 11

SIP Endpoint Connector .................................................................................................... 11

7 Glossary ........................................................................................................................... 11

Abbreviations ........................................................................................................................ 11

8 Additional Resources ........................................................................................................ 11

Table of Figures

Figure 1: GCE SIP R1.0 .............................................................................................................. 5

Figure 2: SIP Architecture............................................................................................................ 6

Figure 3: Profiles Defined by Tech Support only .......................................................................... 7

Figure 4: Applying Profiles on Phone Set Creation ....................................................................... 7

Figure 5: Applying Profiles on Trunk Creation .............................................................................. 8

Figure 6: Managing Voice Announcements .................................................................................. 8

Figure 7: Agent Greeting at Service Level .................................................................................... 9

Figure 8: Agent Greeting at Agent Level .................................................................................... 10

Figure 9: Call Origination Whisper ............................................................................................. 10

Genesys Compact Edition R1.0 3

November 2010 Ref: 8AL020043330TCASA Ed01


1 NEW IN GCE RELEASE 1.0 The re-organization between Genesys and Alcatel-Lucent Enterprise business groups has al-lowed the ability to simplify and rationalize the contact center product suite. As a result the Omni-Touch CC Premium Edition is rebranded as Genesys Compact Edition, also referred to as GCE, and is now the mid-sized contact center solution under the Genesys portfolio.

In the first release of GCE, the initial steps have been taken towards a multiplatform, open envi-ronment with the introduction of SIP Server. The GCE solution will be commercially available as an OmniPCX Enterprise (OXE) version or a SIP version. Alcatel-Lucent business partners will be able to sell both options and create quotations in ACTIS. Genesys business partners will be able to sell the GCE SIP Server and create quotations in the standard Genesys quote tool.

Ease-of-use is one of the key success criteria of a mid-market contact center and therefore the Visual CC, which is the cornerstone of the solution, remains the all-in-one user interface for confi-guration, routing, real-time monitoring and historical reporting. The Genesys Agent Desktop (GAD) continues to be the agent user interface application in this release.

To maintain the easy-to-sell and easy-to-quote approach, and to avoid major disruption in busi-ness activities, only minor changes have been made to the licensing structure.

Commercial Offer

The primary features in release 1.0 are:

SIP Server

Gateways supported:

o Alcatel-Lucent OmniPCX Enterprise Gateway

o Alcatel-Lucent OmniPCX Office Gateway

o Audiocodes Mediant 1000 Gateway

SIP End-points

o Alcatel-Lucent 4008/4018

o Polycom SoundPoint 335

o CounterPath Bria SIP Soft-phone

SIP Server stream manager agent/caller greeting features

o Call Origination Whisper Mode

o Agent Personal Greetings

Support for Microsoft Windows 2008 Server and Microsoft SQL Server 2008

Visual CC – Personalization of background image and colors

Serviceability – Maintenance Alarm to business partner

Changes in licensing structure

Visual IVR per port licensing

New SIP Server per seat license

Master Visual CC License discontinued

CC Teamer available on quotation by Professional Services, only

Seat Limit

The seat limit remains at 150 seats on the Genesys Compact Edition. However under approval by




the Country Unit leader and Product Management the solution can grow up to 300 seats. Please refer to technical support for technical details on performance under single server deployment.

2 SIP-BASED SOLUTION AT A GLANCE

Introduction Session Initiation Protocol (SIP) is gaining prominence as a reference technology for unifying multimedia, real-time communications in a common, standards-based framework for both enter-prises and carriers to address the need to maintain their multimedia corporate network and the customer service strategy. SIP offers versatile technical capabilities and accommodates the inte-gration of multiple components to the core call routing capabilities.

What is SIP? SIP is an application layer protocol for setting up sessions to enable real-time communications in an IP network. It is defined in RFC 3261. SIP is not a vertically integrated communications sys-tem; rather it’s a component that can be used with other IETF protocols to build a complete mul-timedia architecture. Typically these architectures will include protocols such as the Real-time Transport Protocol (RTP) for transporting real-time data and providing QoS feedback, and the Real-Time streaming protocol (RTSP) for controlling delivery of streaming media.

In the next two to five years, Session Initiation Protocol (SIP) standards will have a significant impact on enterprise communications. The promise of SIP is that it will allow enterprises to oper-ate in an open environment in which they can combine best-of-breed communication solutions and third party devices, as needed, into a single SIP-based framework.

SIP value propositions are:

Versatility – SIP can be used for telephony, notification services, location services, collabora-tion chat and conferencing.

Extensibility – SIP’s internal structure makes it easy to add new primitives, i.e., signalling pro-tocol elements without disrupting existing primitives.

Multimedia at the core – SIP natively takes into account audio, video and text sessions.

Mobility across IP networks – a registration and location mechanism enables mobility of end-points over various IP networks.

IT-friendly – SIP leverages other existing, well-established Internet protocols, such as Do-main Name System (DNS) and Simple Mail Transfer Protocol (SMTP). SIP also leverages Internet Protocol Security (IPSec) and’ Secure Sockets Layer/Transport Layer Security (SSL/TLS) to provide session encryption and security.

Why SIP in Genesys Compact Edition? Genesys Compact Edition is an evolution of the Alcatel-Lucent OmniTouch Contact Center Pre-mium Edition that was solely sold and validated on the Alcatel-Lucent OmniPCX Enterprise PABX. With the introduction of the Genesys SIP Server component in the solution, the SIP Server acts as the foundation layer to a multiplatform, open environment and with room to accommodate other media types in the future. SIP will also facilitate extending the contact center to home agents and also the collaboration between the contact center and the back office.

3 KEY CONCEPTS AND ARCHITECTURE

Key Concepts Key elements for the mid-market contact center are:




Regardless if SIP-based or OXE-based, the solution should be easy to install, easy to configure, easy to use and easy to maintain.

The Visual CC caters for all of the above needs by including the configuration of the SIP parame-ters and associated objects. This simplifies the tasks of the administrator with a one-stop configu-ration place for the whole contact center.

Architecture

The SIP-based Genesys Compact Edition leverages the components of the Genesys 8.0. Please refer to GCE Product Description documents additional details.

Figure 1: GCE SIP R1.0

4 SOLUTION DETAILS

Overview This section describes the components that make up the solution and the features supported by the SIP-based solution.

SIP solution components The two main components introduced in the SIP-based solution are the SIP Server and the Stream Manager.

Mid-market Contact Center

Characteristics

Channels End Customers

Operational Efficiency Serviciability Usability

Optimized Investment Best in class Packaged approach

Visual CC Console, including Management Console

Contact Center Administrator - Supervisor Customer Care Representative

Genesys Agent

Desktop

Genesys Compact Edition MS Windows Server – One Server

SIP Version

Genesys Compact Edition Application Server

Core

Genesys ComponentsStream

ManagerSIP Server

PSTN

Console

oror

IP

TDMóSIP Media

Gateway(s)GaGaGaGaGaGaGaGaGaGaGaGaGaGaGa

Corporate PBX

SIP

EndpointsEndEndpoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipoipointsntsntsntsntsntsntsntsntsntsntsntsntsntsntsntsntsntsntsntsntsntsntsntsntsntsntsntsntsntsntsntsntsntsntsntsntsntsntsnts




SIP Server is the software component that provides an interface between the telephony hardware and the rest of the Genesys Compact Edition solution. It translates and keeps track of events and requests that come from, and are sent to the telephony device. SIP Server is a TCP/IP-based server that can also act as a messaging interface between SIP Server clients.

Stream Manager 7.6 is a media server that generates and processes media streams in Real-time Transport Protocol (RTP) format, providing such functionalities as the following:

Playing announcements

Recording streams into files

Making conference calls

Silent voice monitoring

Whisper coaching

Figure 2: SIP Architecture

The Visual CC remains as the only interface to manage the SIP-based solution. All parameters concerning the trunk from the gateway to the GCE solution and the SIP Endpoints are configured and managed in the Visual CC with an administrator profile.

Profile Management In order to simplify the configuration of the SIP solution, we have introduced configuration profiles which consist of key-value pair parameters common to the same object type. The creation and modification of the profiles are accessible by Technical Support only.

Set of profiles are already created by the solution and the profiles are applied upon creation of phones or trunks. Most parameters are common for a type of phone, e.g., all Alcatel-Lucent 4008 have common parameters. The option to apply profiles when defining the objects will assist in reducing deployment time.




Figure 3: Profiles Defined by Tech Support only

However, even if most of the parameters are common to phone or trunk type, i.e. profile level, some parameters may need to be modified on each phone set. In this case, while defining a pa-rameter, a profile option will permit changing the value on phone set/trunk configuration.

Creating Phone Sets The Phone set creation feature is enabled in the SIP-based solution only.

When creating a phone set, a predefined profile of supported phone set can be applied. The dia-gram below shows how a predefined profile for the 4008 phone set can be applied when creating the phone set.

For parameters which are to be modified for a particular set – such as the MAC address, this can be done in the advanced tab

Figure 4: Applying Profiles on Phone Set Creation

Creating Trunks




Figure 5: Applying Profiles on Trunk Creation

Similar to the phone set creation, applying a predefined profile when creating a trunk is available on the SIP solution only.

For each supported gateway, a predefined profile with trunk parameters can be applied upon the creation of the trunks.

5 STREAM MANAGER FEATURES

Creating and Managing Voice Announcements In Genesys Compact Edition, Voice Announcements, also referred to as Voice Guides, are used in many parts of the solution. Visual IVR for instance, leverages voice announcements for provid-ing self-service menus to the caller, and the announcements are also played at the service level as greeting.

In the SIP solution, the administrator can record wave files in the supported format and can use these files as voice announcements.

Figure 6: Managing Voice Announcements




Supervisor Functionality Similar to the OmniPCX Enterprise functionalities, the SIP-based GCE solution is able to offer the following supervision functionalities:

Barge in – enter into a conversation with both the caller and the agent without any invitation

Silent Monitoring - listen to a conversation between a caller and an agent without any invita-tion.

Whisper Coaching/Monitoring – enter into a conversation with the agent only without the cus-tomer being aware.

These functionalities are available with the Genesys Agent Desktop only.

Agent Personal Greeting This feature provides the possibility to play a pre-recorded voice announcement to the caller be-fore connecting the call to the agent. In many cases, this announcement will be a greeting with the agent name.

In the GCE solution, there are two options available for playing a greeting announcement.

Option 1: The first option is to configure the greeting at the service level.

In this option, the administrator can provide a greeting announcement per service before the call is connected to the agent.

Figure 7: Agent Greeting at Service Level

Option 2: The second option is to configure the greeting at agent level.

This option allows the agent to provide a personalized greeting before the call is connected. When option 2 is configured, it overwrites the configuration in option 1, i.e. it replaces the an-nouncement configured at the service configuration.




Figure 8: Agent Greeting at Agent Level

Call Origination Whisper This feature allows the configuration of a voice announcement to be played to the agent and is available on the SIP-based solution only. The configuration is done at the same level as the agent greeting announcement.

Similarly, the call origination whisper can be done at two levels; the service level and the agent level.

In the case of managing the voice announcement at the service configuration, the announcement could indicate the name of the service from which the call is coming from to the agent.

In the case where the voice announcement is managed at the agent level, this would make sense when the announcement could be dynamically retrieved based on an attached data related to the call. In GCE release 1.0, this feature is not supported.

Figure 9: Call Origination Whisper




6 GENESYS SIP ENDPOINT CONNECTOR NOTE. Please reference the Universal SDK & Connectors Product Description for additional de-tails.

SIP Endpoint Connector

The SIP Endpoint Connector enables deployment of a SIP endpoint built to integrate into Ge-nesys Compact Edition Framework and SIP solution. A SIP endpoint is also known as a SIP soft-phone. It is a software phone application that uses SIP as the transport protocol. Initially, this Connector will be used with the CounterPath SIP Endpoint provided as a component of Universal SDK BUT it will not automatically be shipped with the SDK. A request MUST be submitted to product management for the SDK and the right to use.

Warning: Universal SDK MUST be used by an authorized individual for use with this connector and a request made to product management for the additional components.

The number of SIP Endpoint Connector right to use licenses MUST equal the number of SIP seats.

7 GLOSSARY Abbreviations

SIP: Session Initiation Protocol

CIM: Customer Interaction Management

TCO: Total Cost of Ownership

ROI: Return On Investment

SDK: Software Development Kit

CRM: Customer Relationship Management

ERP: Enterprise Resource Planning

CTI: Computer Telephony Integration

SRL: Standard Response Library

GUI: Graphical User Interface

AIL : Agent Interaction Layer SDK

TDM: Time Division Multiplexing

VoIP : Voice over IP

QoS : Quality of Service

8 ADDITIONAL RESOURCES

The following is a non-inclusive list of GCE sales enablement tools in support of the Agent Desk-top PC component.

Sales Resources GCE Feature List

GCE Positioning Presentation




GCE Overview Presentation

GCE Agent Desktop Presentation

GCE Universal SDK and Connectors Product Description

GCE SIP Product Presentation

GCE Visual CC Product Description & Presentation

GCE Glossary

Customer facing collateral GCE Brochure

Genesys Contacts GCE Product Marketing Man-ager

Susan Stearman

GCE Product Manager Kentis Gopalla

gce productdescription sip based soln ed01 v2

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