hipath procenter standard, version 6 siemens has designed security features into its products, ... a...

HiPath ProCenter Standard, Version 6.5

Overview Guide

*1PA31003-S2265-A100-1-76A9*

1P A31003-S2265-A100-1-76A9

The information provided in this document contains merely general descriptions or characteristics of performance which in case of actual use do not always apply as described or which may change as a result of further development of the products. An obligation to provide the respective characteristics shall only exist if expressly agreed in the terms of contract. The trademarks used are owned by Siemens AG or their respective owners.

Warning

Hackers who unlawfully gain access to customer telecommunications systems are criminals. Currently, we do not know of any telecommunications system that is immune to this type of criminal activity. Siemens AG will not accept liability for any damages, including long distance charges, which result from unauthorized use. Although Siemens has designed security features into its products, it is your sole responsibility to use the security features and to establish security practices within your company, including training, security awareness, and call auditing.

Siemens sales and service personnel, as well as Siemens business partners, are available to work with you to help you guard against this unauthorized use of your telecommunications system.

May 2005

No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, mechanical, electronic, photocopying, recording, or otherwise, without prior written permission of Siemens. The software described in this publication is furnished under a license agreement and may be used only in accordance with the terms of that agreement.

Request Siemens publications from your Siemens representative or the Siemens branch serving you.

Hicom, HiPath, and Siemens are registered trademarks of Siemens AG. All other trademarks and company names are the property of their respective owners.

Copyright © 2005 Siemens AG. All rights reserved.

Siemens AG 2005 ● Siemens Communications, Hofmannstraße 51, D-81359 München, GermanyReference No.: A31003-S2265-A100-1-76A9Subject to availability. Right of modification reserved.

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Nur für den internen Gebrauch Contents

Contents 0

1 Introducing HiPath ProCenter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1

2 About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-32.1 Purpose . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-32.2 Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3

3 Key concepts in HiPath ProCenter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-53.1 Group-based routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-5

3.1.1 Queues in group-based routing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-63.2 Skills-based routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-8

3.2.1 Queues in skills-based routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-83.3 Routing strategies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-103.4 Queue processing strategies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-12

3.4.1 Queue processing flows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-123.5 Contact center roles and profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-13

3.5.1 Profile descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-143.5.2 Agent and Associate profiles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-16

4 System overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-174.1 Client applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-174.2 HiPath ProCenter server machine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-174.3 Wallboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-184.4 Additional interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-184.5 Supported communication platforms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-18

5 Client applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-195.1 Manager application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-19

5.1.1 Administration Center highlights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-205.1.2 Broadcast Center highlights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-23

5.1.2.1 Wallboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-245.1.2.2 Broadcaster . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-24

5.1.3 Report Center highlights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-255.1.3.1 Real-time reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-265.1.3.2 Historical and cumulative reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-275.1.3.3 Activity reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-28

5.1.4 Design Center highlights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-295.1.4.1 Call Director . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-305.1.4.2 Call Director and the Interalia XMU+/SBX . . . . . . . . . . . . . . . . . . . . . . . . . . 5-30

5.1.5 Telephony Center highlights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-315.2 Client Desktop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-32

5.2.1 Contact Details screen pop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-355.2.2 Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-39

A31003-S2265-A100-1-76A9, May 2005HiPath ProCenter Standard, Version 6.5, Overview Guide 0-1

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5.2.3 Activity Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-395.2.4 Ongoing Activity Log. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-405.2.5 E-mail History Search. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-415.2.6 Speed List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-425.2.7 Speed Bar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-425.2.8 Team List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-435.2.9 Team Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-445.2.10 Creating a callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-455.2.11 Creating an e-mail message. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-465.2.12 Broadcaster . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-475.2.13 Performance Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-475.2.14 Contacts Waiting Indicator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-485.2.15 Tear-off-and-park capability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-48

6 Third-party integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-516.1 Screen pop application programming interface (API) . . . . . . . . . . . . . . . . . . . . . . . . . 6-516.2 IVR API . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-516.3 Workforce Optimization Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-52

A Hicom 300E V6.6: Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-1

B HiPath 3000 V4.0 or V5.0 and HiPath 5000 V4.0 Real-Time Services Manager (RSM) Co-Resident and Stand-Alone: Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-1

C HiPath 4000 V1.0, V2.0: Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-1

D Realitis DX V7.1.005 or later: Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-1

A31003-S2265-A100-1-76A9, May 20050-2 HiPath ProCenter Standard, Version 6.5, Overview Guide

intro to HPPC.fm

Introducing HiPath ProCenter

1 Introducing HiPath ProCenter

Welcome to HiPath ProCenter, the multimedia contact center system for routing, tracking, and handling customer contacts.

HiPath ProCenter is designed to be a 'ready-to-run' solution that is easy to implement, configure, use, and expand as requirements change. HiPath ProCenter provides innovative features and tools that are easy to use.

HiPath ProCenter provides intelligent contact routing, easily customized graphical reports, and innovative productivity tools for administrators, supervisors, and agents.

Large enterprises can now benefit from a unified administration console, an intuitive client desktop, and fully integrated multimedia features.

HiPath ProCenter provides:

● 'Easy-to-use' management tools that validate contact routing strategies

● Presence and collaboration with other business users to drive first customer contact resolution

● Simplified, easy to understand packaging and options


Introducing HiPath ProCenter

intro to HPPC.fm


about this guide.fm

About this guidePurpose

2 About this guide

This Overview Guide provides a high-level view of HiPath ProCenter: its key concepts, supported communication platforms, client applications, and third-party points of integration.

2.1 Purpose

The purpose of this document is to help customers prepare for the planning and design phase of the HiPath ProCenter implementation. This document provides high-level information about key HiPath ProCenter concepts.

2.2 Audience

The audience for this document is customers who are planning to implement HiPath ProCenter. Customers should apply the concepts in this document to their own contact center implementation.


About this guide

about this guide.fm

Audience


key concepts in HPPC.fm

Key concepts in HiPath ProCenterGroup-based routing

3 Key concepts in HiPath ProCenter

This section describes some of the key concepts in HiPath ProCenter. We use the term “agent” here in a general way, to refer to anybody who uses the Client Desktop to handle customer contacts. In this sense, an agent could be a customer service representative, a supervisor, a subject matter expert, and so on.

The following are some of the key concepts used in HiPath ProCenter:

These concepts are described more fully in the sections that follow.

3.1 Group-based routing

Typically, contact centers have agents who specialize in different types of contacts. For contact handling purposes, agents who handle the same type of contacts are defined as a group. An agent may be a member of up to 10 groups at a time.

HiPath ProCenter allows you to define the most efficient way to answer your contacts, ensuring that the customer is directed to the most qualified group of people to handle the contact.

Contact centers typically receive different types of contacts, for example:

Group Several agents who handle the same type of contact. An agent can be a member of up to 10 groups at a time. Examples of groups are: mortgages, loans, and customer service.

Skill An agent characteristic that is useful in handling customer contacts. Examples of skills are: proficiency in a particular language, and expertise in selling/repairing a particular product.

Queue A defined, logical container where a contact waits for the next available agent. Separate queues can be created for calls, callbacks, and e-mail messages.

Routing strategy The process of identifying and sending an incoming contact to a appropriate agent or queue. Separate routing strategies can be created for calls and e-mail messages.

Queue processing strategy The process of defining how a contact is treated once a queue is determined from the routing strategy. This treatment is then applied while the contact is waiting to be assigned to the next available agent. Separate queue processing strategies can be created for calls and e-mail messages.

Profile A set of permissions that allow access to specific features in HiPath ProCenter. Users are assigned profiles based on their role in the contact center.


Key concepts in HiPath ProCenter


Group-based routing

● Sales inquiries for different products

● Inquiries about a single product but for different purposes, such as sales or technical support

Many businesses offer different telephone numbers to their customers, depending on the type of product or service. These telephone numbers are used by HiPath ProCenter to identify the groups of specialists, also known as agents, to handle the incoming contact.

3.1.1 Queues in group-based routing

When a contact is routed, it is sent to a queue. A queue is a logical container where a contact waits for the next available agent. There are separate queues for the Voice, Callback, and E-mail media.

In Group-Based Routing, the following are defined within the queue:

● Primary group: the first group to receive a contact

● Overflow groups: other groups that can handle the contact in a set period of time, as configured in the Design Center in the Manager application

If there are no agents available in the primary group, then–after a preconcerted amount of time–the search for an available agent is expanded to include additional groups. Remember, a queue can have up to 10 overflow groups.

The use of overflow groups expands the pool of available agents who can handle the contact, and reduces the wait time for the customer.

In this example, the primary group is in Australia. If the call is not answered within a predetermined amount of time, for example, 60 seconds, then an overflow group in Asia is added to the queue. If the call is still not answered, then another overflow group is added. In this case, this is the General Group. The same queue concept applies to callbacks and e-mail messages.



Key concepts in HiPath ProCenterGroup-based routing

Figure 3-1 Primary and overflow groups in group-based routing

AustraliaGroup

AsiaQueue

Callers

Group

General Group




Skills-based routing

3.2 Skills-based routing

You can configure HiPath ProCenter Standard to use either group-based or skills-based routing. Skills-based routing is a licensable feature.

Contact center agents specialize in different skills. Each agent has a set of skills; this set of skills is the user's résumé. Based on their résumés, agents are eligible to receive specific types of customer contacts.

In addition, different levels and preferences can be assigned to agents’ skills. For example, agents with the skill “Spanish Language” can be assigned different skill levels based on their fluency in Spanish. Agents whose native language is Spanish might have higher preference to handle Spanish contacts than non-native agents with the Spanish skill.

The available skills in the contact center are used to create combinations of skills, which define virtual groups. For example, a virtual group might be created with the skills “Spanish Language" and "Computers". Agents in this virtual group are eligible to receive contacts and handle computer questions from Spanish-speaking customers. The concept of virtual groups is similar to the concept of groups in group-based routing, which represent a group of people with similar skills. However, in group-based routing the group represents only one skill set, while in skills-based routing the virtual group may represent multiple skill sets.

3.2.1 Queues in skills-based routing

Queues in skills-based routing are similar to queues in group-based routing. When a contact is routed, it is sent to a queue. A queue is a logical container where a contact waits for the next available agent. There are separate queues for the Voice, Callback, and E-mail media.

In skills-based routing, each queue contains a sequence of steps. These steps define the virtual group that is eligible to handle the contact. The first step defines the ideal requirements for the contact and the closest skill match. Subsequent steps relax the skill requirements to handle the contact and expand the pool of eligible agents. Users can define up to 25 steps per queue.



Key concepts in HiPath ProCenterSkills-based routing

Figure 3-2 Skills-based routing: example of call to travel agency

In this example, the routing mechanism does the following:

● Sets up a virtual group of agents who are the “ideal fit” for the call requirements; that is, agents who have the following skills: "English", "Ticketing and Reservations", and "Destination: Caribbean". If the call is not answered within 30 seconds, the Routing Mechanism moves to the next step.

● Relaxes the call requirements and constitutes a new, larger virtual group of agents who are eligible to answer the call; that is, agents who have the following skills: "English" and "Ticketing and Reservations". If the call is not answered within 90 second, the Routing Mechanism moves to the next step.

● Further relaxes the call requirements to have the largest possible virtual group of agents eligible to answer the call; that is, agents who have the following skill: "English". If the call is not answered within 600 seconds, it times out and is routed to a supervisor or to voice mail.

- Agent speaks English- Ticketing and Reservations- Destination: Caribbean

30 sec

60 sec

600 sec

Time-out

Travel Agency Skills required to take the call are:

Supervisor or voice mail




Routing strategies

3.3 Routing strategies

In HiPath ProCenter, the process of identifying and routing an incoming contact to the right group of agents is called a routing strategy.

A routing strategy directs the contact to an agent or, if no agent is available, to a queue. Directing a contact to an appropriate agent or queue may be based on different types of information. For example, the following information could be used to direct calls:

● The day, time, or specific date the contact comes in

● Source number the customer is dialing from or source e-mail address

● Destination number the customer dialed (typically the 1-800 number of the business)

● Collected data from the customer, such as account number or policy number

● Menu selection

● Performance statistics, such as number of contacts in queue or estimated wait time

● Database lookup, such as customer contact information or account information

For e-mail messages, information such as the following could be used:

● The day, time, or specific date the contact comes in

● E-mail category decision (for example, type of inquiry)

● Destination or source e-mail address

● Performance statistics

● Database lookup, such as customer contact information or account information

● Discard decisions

A routing strategy flow is a program or sequence of steps that uses a series of routing strategy components to determine how a contact should be handled.

Routing strategy flows determine how a contact arriving in HiPath ProCenter is initially processed. For example, the contact can be:

● Routed to a queue, while HiPath ProCenter finds a member of a group or virtual group who is available to handle the contact.

● Routed to a specific extension, such as an extension number that points to a voice mail box.

● Disconnected, as part of end-of-day processing, after playing a "closed" announcement.

Each flow is a visual script that you create using a flow-chart configuration tool in the Design Center within the Manager application.



Key concepts in HiPath ProCenterRouting strategies

Here is an illustration of a basic routing strategy flow for incoming calls.

Figure 3-3 Routing strategy flow for incoming calls

In this routing strategy,

1. A customer call is received by HiPath ProCenter.

2. The schedule component checks the time. If the call is not received during business hours, an announcement is played and the caller is given the option of leaving a voice message.

3. If the call is received during business hours, the caller is prompted with menu options, so the call can be directed to the appropriate department.

4. The customer is routed to an appropriate queue and handled by the first available agent.

NO

YESSTART

Sales Queue

Service Queue

Voice Mail

4- Route1- Receive call 2- Check whether 3- Prompt caller for

“Our office is now closed. Please leave a message.”

“For Sales, press 1. For Service, press 2.”

office is openoption

the call




Queue processing strategies

3.4 Queue processing strategies

A queue processing strategy defines how a contact is treated once a queue is determined from the routing strategy outcome and the contact is waiting to be assigned to the next available agent.

Common, simple queue processing strategies for calls include the following:

● Playing announcements

● Playing music via the switch

● Prompting the customer to leave a voice message

Some more complex queue processing strategies include:

● Prompting the customer to provide information (for example, account number)

● Playing back the number provided by the customer

● Based on the amount of time a customer has been waiting in queue, playing a different message (for example, after two minutes, instead of leaving the caller in queue with no options, you can configure, "Press 1 to leave a message or press 2 to continue to hold".)

Examples of queue processing strategies for e-mail messages include the following:

● Sending an automatic response to a customer e-mail message to let the customer know that the message has been received (Auto Acknowledgement)

● Sending an automatic response to an e-mail message when the customer asks a simple question that can be answered automatically (Auto Response)

● Inserting suggested text into a draft reply e-mail message when the customer asks a frequently asked question (Auto Suggestion)

3.4.1 Queue processing flows

Queue processing flows define what callers hear and what actions they can take while waiting in queue for an agent to answer.

While a queue processing flow provides processing similar to that provided in a routing strategy flow, queue processing flows are primarily used to play messages to the customer, collect additional information from the customer, or allow customers to change the routing information they previously provided.

Here is an illustration of a basic queue processing flow for handling callers in queue.



Key concepts in HiPath ProCenterContact center roles and profiles

Figure 3-4 Queue processing flow

In this queue processing flow,

1. A customer call is received by HiPath ProCenter and greeted with an announcement.

2. The call waits for the preconfigured Wait Interval (in this example, 60 seconds).

3. The Flow Decision component checks how much wait time has elapsed. When the preconfigured Wait Interval is finished, the caller is prompted with menu options.

4. The caller decides to wait for the next available agent.

5. The call is routed to a queue.

3.5 Contact center roles and profiles

Contact centers users typically have different roles. With HiPath ProCenter, each user can be assigned a profile according to the role and tasks performed. HiPath ProCenter provides preconfigured, out-of-the-box profiles.

Profiles have predefined permissions which allow access to specific role-related features within HiPath ProCenter. The profiles can be combined in situations where a single user performs more than one role within the contact center. For example, if a supervisor takes calls, that person would be assigned both the Supervisor and the Agent profiles.

Note: Users are defined within the Administration Center in the Manager application. Please see Section 5.1.1, “Administration Center highlights”, for more information.

START

5- Executedefault

4- Promptcaller for

3- Executeflow

2- Wait 60Seconds

1- Receive call

VoiceMail

“You have waited 2 minutes. Press 1 to continue to hold, press 2 to leave amessage.”

“Welcome to Star Travel, an agent will be with you shortly.”

option treatmentdecision




Contact center roles and profiles

3.5.1 Profile descriptions

Understanding profiles is important when you configure the different users in the contact center. This section describes the user profiles that are provided with HiPath ProCenter.

Agent

The Agent profile is intended for contact center agents who work in a structured contact center operation. This profile provides the comprehensive contact-handling permissions required to achieve the highest efficiency and effectiveness for processing customer contacts in all media (Voice, Callback, and E-mail).

Associate A

The Associate A profile is intended for users who answer calls and respond to customer inquiries but are not "high-volume" contact center agents. Users with this profile are not measured by how efficiently they handle customer interactions, but they are often the most appropriate people within the organization to handle particular issues.

This profile includes the following:

● Core voice permissions, such as consult, transfer and conference.

● Core callback permissions, such as accept and create callbacks, as well as add and delete callback schedules.

● Contact handling permissions, such as wrap-up and contact details screen pop.

Associate E

The Associate E profile is intended for professionals and experts who might be called upon to support the real-time requirements of the contact center. Users with this profile may be responsible for a business area, such as Accounts Receivable, or have approval authority for contracts and purchase orders.

This profile includes the following:

● Core voice permissions, such as consult, transfer and conference.

● The ability to monitor the presence and availability of other enterprise users (via the Team List).

● The ability to monitor specific contact center performance statistics via the Broadcaster.

Administrator

The Administrator profile is intended for users in the contact center who are responsible for configuring HiPath ProCenter resources. This profile includes full access permission and the ability to update the database.



Key concepts in HiPath ProCenterContact center roles and profiles

Master Administrator

The Master Administrator profile is intended for designers providing the initial configuration of the installation. This profile should not be used for day-to-day administration.

Manager

The Manager profile is intended for users who are responsible for contact center business targets. Specific responsibilities of the Manager might include hiring new contact center resources and monitoring the performance targets of the contact center. This profile provides access to historical reports for viewing and measuring agent and contact center statistics.

Supervisor

The Supervisor profile is intended for users who have responsibility for day-to-day supervision of contact center staff and monitoring real-time contact center performance. This profile includes access to real-time and cumulative reports that provide immediate feedback of changes as they occur in the contact center.

Telecommunication Specialist

The Telecommunication Specialist profile is intended for users who are responsible for the overall IT and telecommunications support for the contact center. This role involves troubleshooting and configuring both the computer and telephony, callback, and e-mail resources for HiPath ProCenter. The profile provides access to system and telephony resource settings.

Phone Agent

The Phone Agent profile is intended for users who receive customer contacts via telephone only. These users do not require access to the Client Desktop application.




Contact center roles and profiles

3.5.2 Agent and Associate profiles

HiPath ProCenter has three preconfigured Client Desktop profiles: Agent, Associate A, and Associate E. The table below shows the permissions attached to each profile.

Feature Agent Associate A Associate E

ACD Logon ✓ ✓ ✓

Soft Phone ✓ ✓ ✓

Tracking/Reporting ✓ ✓ ✓

LDAP Directory ✓ ✓ ✓

Wrap-up ✓ ✓

Contacts Details Screen pop ✓ ✓

Requeue Calls ✓

Callback ✓ ✓

E-mail ✓

Activity Log ✓

Ongoing Activity Log ✓

Speed List ✓

Personal Performance ✓

Contacts Waiting Indicator ✓ ✓ ✓

Team List ✓ ✓

Broadcaster ✓ ✓

Table 3-1 Summary of permissions for Agent, Associate A, and Associate E


system overview.fm

System overviewClient applications

4 System overview

The major components of HiPath ProCenter are the client applications, servers, and databases. HiPath ProCenter also supports several third-party components and interfaces.

Figure 4-1 HiPath ProCenter system overview

4.1 Client applications

The client applications are the Client Desktop, Manager, and IT Monitor. The Client Desktop can run using the following profiles: Agent, Associate A, and Associate E.

4.2 HiPath ProCenter server machine

The HiPath ProCenter server machine houses the software that performs many functions, including:

● Routing calls

● Recording statistics

● Providing data for reports

IVR API

SDK

Screen Pop

WorkforceOptimizationInterface

Wallboards

XMU+/SBX

Servers Databases

Client DesktopApplication

Manager Application

API

HiPath ProCenter Server Machine

IT Monitor Application


System overview

system overview.fm

Wallboards

● Maintaining the system

The server machine also contains databases that store different types of information, including:

● Switch configuration

● Contact processing

● Statistics

● Announcements and interactive messages (XMU+ and SBX)

If the Call Director feature is licensed, announcements and interactive messages can be played to callers while they are being routed or waiting for an agent.

4.3 Wallboards

HiPath ProCenter supports Spectrum wallboards for displaying contact center information.

4.4 Additional interfaces

HiPath ProCenter supports the following additional interfaces to enhance your contact center performance:

● IVR API

● SDK (Software Development Kit)

● Screen Pop API

● Blue Pumpkin Workforce Optimization Interface

4.5 Supported communication platforms

HiPath ProCenter supports IP-Telephony and TDM (circuit-switched) communication platforms, as well as the following:

● Hicom 300 E CS V6.6 (North America only)

● HiPath 3000 V4.0 and HiPath 3000 V5.0

● HiPath 4000 V1.0 and HiPath 4000 V2.0

● HiPath 5000 V4.0

● Realitis DX V7.1

● HiPath DX V8.0


client applications.fm

Client applicationsManager application

5 Client applications

This section provides an overview of the main features in the following HiPath ProCenter client applications:

● Manager

● Client Desktop

5.1 Manager application

The HiPath ProCenter Manager application is the central point of administration for contact center Administrators and Managers.

The Manager application has five main components: the Administration Center, Broadcast Center, Report Center, Design Center, and Telephony Center. Their locations and purposes are shown below.

Figure 5-1 Main components in Manager application

Define and administer users, groups, and devices

Define and administer wallboard and Broadcaster views and distributions

Create and view real-time, cumulative, and historical reports

Define resources and workflow strategies for Voice, E-mail, and Callback media

Define and synchronize Telephony Platform resources


Client applications


Manager application

You use the HiPath ProCenter Manager application to perform tasks such as the following:

● Configuring system data, switch resources, users, groups/virtual groups, and queues.

● Configuring wallboard and Broadcaster views to display current performance statistics.

● Creating Routing Strategy flows and Queue Processing flows.

● Creating and running real-time, cumulative, and historical reports to monitor performance trends.

● Configuring servers and notifications, such as an e-mail message to notify the System Administrator if a HiPath ProCenter server is down.

● Configuring Client Desktop application settings, such as unavailable reasons, work reasons, and wrap-up reasons.

● Configuring directory settings to access external LDAP (Lightweight Directory Access Protocol) directories.

The highlights of each component (Administration Center, Broadcast Center, Report Center, Design Center, and Telephony Center) are described in the following sections.

5.1.1 Administration Center highlights

Use the Administration Center to configure the following resources:

● Users

● Profiles

● In the Client Desktop: Agent, Associate A, Associate E.

● In the Manager application: Administrator, Master Administrator, Manager, Supervisor, Telecommunication Specialist, Phone Agent.

● You can configure additional profiles to meet your specific business requirements.

● Groups/Virtual groups

● Departments

● Work Reasons

● Unavailable Reasons

● Wrap-up Reasons

● Servers

● Notifications

The Administration Center makes it easy to create and configure these resources.




Figure 5-2 Creating a new resource in the Administration Center

The configuration of most of the resources is straightforward. For example, to configure user permissions, once you understand the feature a user needs to access (such as the routing strategy flow) and the permission levels required (such as read-only or full), you can select the appropriate settings in the User dialog box, in the Permissions tab.


Client applications


Manager application

Figure 5-3 Configuring user access, profile, and permissions




5.1.2 Broadcast Center highlights

Use the Broadcast Center to configure views and distributions, which are used to send messages and statistical data to destinations in the contact center. Destinations include the Broadcaster in the Client Desktop and wallboards.

Figure 5-4 Configuring views for Broadcasters and wallboards

To see an illustration of the Broadcaster as it appears on an agent’s desktop, refer to Section 5.2, “Client Desktop”, on page 5-32.

A view displays information on an agent’s desktop or on a wallboard. This might include, for example, the current date and time, and performance statistics for customer contacts, agents, queues or groups.

A distribution is one or more groups of agents or wallboards to which you can assign a view. Note that:

● Only one view can be displayed on each desktop or wallboard.

● Each user or wallboard can be a member of only one distribution at a time.

Figure 5-5 Attaching a view to a distribution

● Broadcaster views – like a ‘ticker tape’ that appears on Agent desktops

● Wallboards – physical devices that display messages

View Distribution


Client applications


Manager application

Administrators and Managers can:

● Build views from individual statistics and free-form text.

● Set thresholds on individual elements and set audible or visual cues for those elements to indicate an important event or a critical state.

● Build distribution lists that define the wallboards and specific agents to whom views are broadcast.

● Enable and disable broadcasting.

Figure 5-6 Creating a new wallboard item

5.1.2.1 Wallboards

Wallboards are typically used to display contact center statistics to a number of users at the same time. Therefore the information displayed is usually generic to the contact center and not specific to individual users.

HiPath ProCenter supports Spectrum IP Wallboards and can support serial wallboards. Customers who currently have serial wallboards will require a Serial to IP Conversion Kit.

5.1.2.2 Broadcaster

Like wallboard views, Broadcaster views are used to display contact center statistics to individual users by displaying a scrolling message in the Client Desktop application.

The Broadcaster feature allows customers to deploy message broadcast functionality without having to purchase and use a separate piece of hardware that is located somewhere within view of the contact center users.

To view the Broadcaster, the agent must be running the Client Desktop and have the Broadcaster feature enabled.




5.1.3 Report Center highlights

You can configure a variety of reports and report types in the Report Center. The basic report types (real-time, historical, cumulative, and activity) are described in the following sections.

Here are some highlights of the Report Center.

Generating reports

Types of reports

Users can generate real-time, cumulative, historical, and activity reports.

Report intervals

In historical and cumulative reports, users can generate reports with different intervals, for example, hourly, daily.

User-defined content

Users can build reports column-by-column, for example, build customized reports for every business need.

Aggregates Users can combine several queues of the same type (Voice, Callback, or E-mail) into an aggregate and view the statistics at the aggregate level.

Adding options for tracking and monitoring

Trend line Users can superimpose a trend line from a previous day (yesterday or the same day last week) on a current cumulative report to project contact volumes as the day progresses.

Alarms and thresholds

In real-time reports, users can set visible and/or audible alarms when statistics reach preconfigured thresholds.

Defining report ownership and level of reporting

Report ownership

Any user of the Manager application can create reports. Reports can also be created by a central administration person and distributed to other individuals.

Restricted reporting

The following are examples of restrictions that can be placed on individual users: restricting their reporting to specific agents, restricting the individual statistics that can be used in their reports, and restricting their usage of certain reporting features.


Client applications


Manager application

Report data is kept for varying amounts of time, depending on the reporting interval.

Figure 5-7 Report data and retention periods

The retention period for data in the Activity Log depends on contact volume, but Activity Log records are kept for a minimum of 200 days.

5.1.3.1 Real-time reports

The Manager application provides the ability to view real-time reports that show current contact center activity. You can use the predefined reports in HiPath ProCenter or you can create new reports.

Real-time reports:

● Monitor the minute-by-minute activities of the selected resources.

● Are updated on screen, at configured intervals.

● Can display current status and point-in-time information for the following:

● Users

● Groups/virtual groups

● Queues

● Contacts

● Callbacks

● Can be printed upon demand

Here is an example of real-time and cumulative reporting views. Each view uses a graphic format in the upper part and a tabular format in the lower part.

Printing and saving reports

Multiple report outputs

Users can send the output of a reports to the screen or printer, or save a report in a CSV, PDF, Microsoft Excel, or HTML file format.

Retention periods

Reporting interval Retention period

15-minute/hourly ● 42 days

Daily ● 100 days

Weekly ● 53 weeks

Monthly ● 25 months




Figure 5-8 Real-time reporting

5.1.3.2 Historical and cumulative reports

Historical and cumulative reports are also known as 'range reports'. The Manager provides the ability to view range reports over a specified period of time.

Range reports allow Supervisors to view contact center performance in the following areas:

● Users/departments/site

● Groups/virtual groups

● Queues

● Destinations

● Callbacks


Client applications


Manager application

● Wrap-up reasons

Historical reports

Historical reports provide statistical summaries of activities on individual resources over a specified period of time and can include roll-ups to higher level resources such as groups or departments.

Historical reports can display statistics at the following intervals, depending on your selection:

● None (no intervals are defined)

● 15-minutes

● Hourly

● Daily

● Weekly

● Monthly

Historical reports report on events that happened in the past, that is, prior to the current date.

Cumulative reports

Cumulative reports are similar to historical reports, except that cumulative reports are intended to be used as online reports. They include accumulated statistics for the current day, which are updated in real time at configured intervals, for example, every 15 minutes or every hour.

Cumulative reports for the current day are continuously updated and show data trends as the day progresses. The trending information can be used to compare the current day to a specified previous day. A graph showing the statistical trend for the previous day can be used for comparison.

5.1.3.3 Activity reporting

Activity reports provide historical, minute-by-minute state and activity data during a specified date and time interval for:

● Users – for a defined time interval

● Contacts – from a defined calling number or e-mail address

● Scheduled callbacks

Specifically, activity reports allow you to view:

● A step-by-step history of user mode and contact state changes for a user over a defined interval




● A step-by-step history of contact state changes for a defined contact from a particular calling number or e-mail address

Activity reports are useful for investigating the activities of a user during a specified interval, or for providing a detailed view of how a particular contact was handled.

5.1.4 Design Center highlights

The Design Center is a powerful, visual workflow creation tool that provides:

● Design tools for multimedia routing and key processing strategies, including Voice, Callback, and E-mail.

● Configurable and reusable components for building Routing Strategy and Queue Processing flows.

● A point-and-click approach for configuring flows. Administrators can make changes 'on-the-fly'.

● Automatic validation and testing of workflows and, if required, notification of errors.

● The capacity to store flows 'off- line' for later and/or remote (not logged on to production database) use.

● Intelligent treatment of customers in queue. The Administrator can configure:

● Wait Intervals

● Music on Hold

● Announcements and Messages

● Transfers

Designers use the Design Center to create and maintain Routing Strategy flows and Queue Processing flows, and to configure media resources (for example, queues and aggregates).


Client applications


Manager application

Figure 5-9 Creating a new voice component in the Administration Center

5.1.4.1 Call Director

Call Director is an integrated call processing solution within HiPath ProCenter that manages the playing of announcements (HiPath 3000 and HiPath 5000 only) and interactive messages while a call is in a Routing Strategy or Queue Processing flow.

Call Director is fully integrated into the Design Center and offers a variety of Call Processing features. When the Call Director is licensed, the following additional features are available for configuration:

● Call menu prompting

● Caller input digit collection

● Number playback

● Dynamic passing of call data to Client Desktop application. The call data is based on customer input digit collection (for example, Customer Account Number and Policy Number).

● Performance Messages (for example, Estimated Wait Time)

5.1.4.2 Call Director and the Interalia XMU+/SBX

To use Call Director, you must configure an XMU+/SBX voice processing device and the extensions in the switch to handle interactive messages on all the supported switches, and to play announcements on the HiPath 3000 or HiPath 5000.

NOTE: If Call Director is not enabled, the switch can provide switch-based announcements (does not apply to the HiPath 3000 or HiPath 5000).




5.1.5 Telephony Center highlights

The Telephony Center in the Manager application is where the system designer configures the switch resources that HiPath ProCenter uses and confirms that they function correctly on the switch.

Here are the main options in the Telephony Center.

Figure 5-10 Creating a new extension in the Telephony Center


Client applications


Client Desktop

5.2 Client Desktop

The Client Desktop in HiPath ProCenter is where customer contacts are handled. The desktop is multimedia: it is used it to handle telephone calls, callbacks, and e-mail messages. Each Agent or Associate can be logged on to as many media as required.

Figure 5-11 Client Desktop main window

The standard interface for all contact types is the Contact Details screen pop. It appears when a new customer contact arrives and contains the tools that an agent needs to handle the contact, including an updatable table of customer information, a searchable directory of contact information from an external LDAP database, and a standard, easy-to-use interface for entering wrap-up reasons, to show how the contact was resolved.

For illustrations of the Contact Details screen pop, see Section 5.2.1, “Contact Details screen pop”, on page 5-35.

In addition to the Contact Details screen pop, the Client desktop contains many features to help the agent handle, track, and follow up on customer contacts.

Here is a summary of some of these features.

Feature Controlsand Indicators

Status Bar andSystem Messages

TelephonyControls

Broadcaster Team Bar

Speed Bar Agent State Controls

Personal PerformanceToolbar



Client applicationsClient Desktop

Viewing contact information

Contact Details screen pop

Provides key customer contact information. Users can customize the display of the Contact Details screen pop.

Directory Provides a view of detailed contact information in external LDAP-compliant directories.

Activity Log Stores detailed information on contacts the agent handled in the last 24 hours of logged-on time.

Ongoing Activity Log

Stores detailed information on e-mail messages that are in deferred or consulted state. Makes it easy to resume handling an e-mail message.

E-mail History Search

Facilitates the search for one or more e-mail messages. A number of different criteria can be used, for example, date, e-mail address, subject.

Speed List Stores the names of frequently called individuals, for quick and easy dialing. Users can add and delete their own entries.

Speed Bar Facilitates communication with individuals on the Speed List. The Speed Bar is included in the Client Desktop main window and is a subset of the Speed List.

Team List Shows the status of other internal users and facilitates calls, transfers and conferences.

Team Bar Displays real-time presence and availability information of other agents or associates, either as part of the Client Desktop or undocked, anywhere on screen. The Team Bar is a subset of the Team List.

Creating new contacts

Create Callback Facilitates the creation of a new callback.

Create E-mail message

Facilitates writing a new e-mail message.

Receiving performance statistics and status information


Client applications


Client Desktop

Most of the features described above are accessible directly from the Client Desktop main window. Descriptions are provided in the sections that follow.

Broadcaster Shows general, statistical, and historical information about the state of the contact center.

Personal Performance Statistics toolbar

Visually informs users of their adherence to thresholds as defined in the Manager application.

Contacts Waiting Indicator

Displays the number of contacts waiting in queue. Numbers are displayed for all media (Voice, Callback, E-mail) that the user is currently logged on to. The Contacts Waiting Indicator also flashes when a predefined threshold is exceeded.

Customizing the display

Tear-off-and-park capability

Allows users to remove toolbars from a window and to place them in another location on their screen.

Customizable views

Allows user to customize their view of data, for example, in the Speed List, Activity Log, and Ongoing Activity Log, to meet their particular needs. To minimize desktop space, views can also be displayed in compact mode.

Entering reasons for changing state

Work reasons Used in monitoring and activity reports.

Unavailable reasons

Used in monitoring and activity reports.




5.2.1 Contact Details screen pop

The Contact Details screen pop assists the agent in handling customer contacts (calls, callbacks, and e-mail messages).

The agent can:

● Configure multiple screen pops to appear.

● Configure the screen pop to open to the last tab accessed.

The following information is available in the screen pop:

● Key contact information, including actual customer wait time in queue

● LDAP Directory lookup

● Information collected from Call Director, IVR, or database lookup

● API for CRM / customer record screen pop

● Wrap-up reasons to track activities that occur during the call

Telephone calls

Here is the Contact Details screen pop for an active call.


Client applications


Client Desktop

Figure 5-12 Contact Details screen pop for an active call

Callbacks

The Contact Details screen pop for callbacks is similar to the screen pop for calls. However, there is also a Schedule tab, where the agent can view the schedule of future, planned callbacks to the customer and the results of past callback attempts.




Figure 5-13 Contact Details screen pop for active callback (Schedule tab)

E-mail messages

The Contact Details screen pop for e-mail messages is similar to a standard e-mail application. The agent can reply to a message or forward it to a knowledge expert. Messages can also be deferred on consulted on. The Message tab shows the text of the customer’s e-mail message, and the History tab gives the agent access to the entire record of the back-and-forth ‘conversation’ between the customer and the contact center.

The agent can keep the Message tab open while viewing or working with data in the other tabs.


Client applications


Client Desktop

Figure 5-14 Contact Details screen pop (expanded) for an active e-mail message




5.2.2 Directory

The Directory feature allows integration with corporate or external LDAP directory services and provides flexible communication productivity features for agents to access additional contacts.

Figure 5-15 Directory

5.2.3 Activity Log

The Activity Log automatically tracks details of all inbound and outbound contacts and allows single-click callbacks for added productivity. Entries are kept for the last 24 hours of the agent’s logged-on time.


Client applications


Client Desktop

Figure 5-16 Activity Log

5.2.4 Ongoing Activity Log

The Ongoing Activity Log tracks an agent’s outstanding e-mail messages, that is, messages that are in Deferred or Consult state. The agent can resume handling them from the Ongoing Activity Log.

Figure 5-17 Ongoing Activity Log with right-click menu open for selected e-mail message




5.2.5 E-mail History Search

A searchable history is kept for the entire ‘conversation’ between the customer and the contact center, including e-mail messages sent and received within the contact center that relate to the customer’s original message. This history can be searched by date range, subject, e-mail address, status of the message, and other criteria.

Figure 5-18 Entering Search Criteria for e-mail message


Client applications


Client Desktop

5.2.6 Speed List

The Speed List is an agent’s own, personal directory. It helps to maximize the efficiency of the agent’s interactions. For example:

● When a contact has multiple telephone numbers (Office, Mobile, and Home) or several e-mail addresses, the agent can select the one to use in a single interface.

● When an internal or external contact is contacted frequently, the retrieval of contact information is fast and easy.

NOTE: The Speed List displays a maximum of 25 names.

Figure 5-19 Speed List

5.2.7 Speed Bar

The Speed Bar is a shortcut ‘buddy list’ based on the Speed List. It is located on the Client Desktop main window.

Its features include:

● Easy configuration – the Speed Bar can be configured by agents.

● Real-time collaboration – a single-click enables real-time communication.

Here is an example of the Speed Bar with the right-click menu open for the selected contact.




Figure 5-20 Speed Bar with right-click menu open for selected contact

5.2.8 Team List

The Team List is a real-time presence and collaboration tool available with the Client Desktop. It displays the status and availability of an agent’s peers, supervisors, and other, 'extended' contact center agents.

NOTE: The Team List displays a maximum of 25 names.

Figure 5-21 Team List with right-click menu open for selected agent


Client applications


Client Desktop

5.2.9 Team Bar

The Team bar is a shortcut 'buddy list' based on the Team List. Like the Speed Bar, the Team Bar is located on the Client Desktop main window.

Its features include:

● Easy configuration – the Team Bar can be configured by agents.

● Visual monitoring – an easy-to-use interface for visual monitoring of presence and availability.

● Real-time collaboration – a single-click enables real-time collaboration with a team member.

Figure 5-22 Team Bar with right-click menu open for selected agent




5.2.10 Creating a callback

Callbacks can be created from the main window. The Create Callback window provides the ability to capture customer information and schedule multiple callback attempts.

Figure 5-23 Creating a new callback


Client applications


Client Desktop

5.2.11 Creating an e-mail message

New e-mail messages can be created from the main window. The Create E-mail window provides the ability to proactively contact customers via e-mail.

Figure 5-24 Creating a new e-mail message




5.2.12 Broadcaster

The Broadcaster provides an integrated 'ticker-tape' display of real-time contact center operational statistics and supervisor messages.

The Broadcaster includes:

● Tear-off-and-park ability, so it can be relocated to a position off the Client Desktop main window.

● Customizable display look and feel (scroll direction and speed).

Figure 5-25 Broadcaster in Client Desktop main window

5.2.13 Performance Statistics

The Personal Performance Statistics toolbar visually informs users of their adherence to thresholds as these are defined in the Manager Application. Cumulative information is displayed since the start of the agent’s shift and is updated in real time.

Statistics can be configured to change color or flash when their thresholds are exceeded.

The Personal Performance toolbar can be displayed either as part of the Client Desktop or as a ‘tear-off-and-park’ window, depending on user preference.

Personal Performance statistics can also be displayed in a separate window.


Client applications


Client Desktop

Figure 5-26 Personal Performance window

5.2.14 Contacts Waiting Indicator

The Contacts Waiting Indicator is a visual indicator of the number of contacts (Voice, Callback, and E-mail) that are waiting in queue. The Contacts Waiting Indicator has configurable thresholds to identify performance highs and lows.

You can configure three different signals to indicate how many contacts are waiting for an agent. For example, if you configure the three signals at 1, 5, and 10 contacts, then:

● The Contacts Waiting Indicator is a steady green when the number of contacts waiting is less than 5.

● The Contacts Waiting Indicator blinks yellow when the number of contacts is between 5 and 9.

● The Contacts Waiting Indicator flashes red quickly when the number of contacts is higher than 10.

5.2.15 Tear-off-and-park capability

The Client Desktops lets agents tear off and park toolbars. This provides maximum flexibility for a custom desktop, increases screen real estate, and increases productivity.

Here are some examples of toolbars that can be parked away from the Client Desktop main window.




Figure 5-27 Examples of toolbars with tear-off-and-park capability


Client applications


Client Desktop


third-party integration.fm

Third-party integrationScreen pop application programming interface (API)

6 Third-party integration

This section contains descriptions of third-party points of integration that are included with the HiPath ProCenter product, for example:

● Screen Pop Application Programming Interface (API)

● IVR API

● Workforce Optimization Interface

● SDK (Software Development Kit – licensable)

6.1 Screen pop application programming interface (API)

The screen pop interface for HiPath ProCenter is used to initiate a screen pop in a third-party application. Information is sent by HiPath ProCenter to the third-party application at the time when the contact arrives at the agent's desktop.

This interface is completely independent of the client applications (Manager and Client Desktop), and is provided as a separate COM control, which limits the exposure of information.

The interface allows a single contact center extension to be monitored, and an event is sent from the interface when a contact arrives at the agent’s desktop.

The event can include the following information:

● Calling number (ANI–Automatic Number Identification)

● Called number (DNIS–Dialed Number Identification Service)

● Calling extension (which could be different from calling number, for example, in the case of transfers)

● Queue name

● Contact data

● Contact caption

● Wait time

6.2 IVR API

The IVR Application Programming Interface (API) provides a mechanism for integrating your Interactive Voice Response (IVR) system with HiPath ProCenter.

Using the IVR APIs, you can access functionality exposed through the Routing Server and T-Server to:


Third-party integration

third-party integration.fm

Workforce Optimization Interface

● Enqueue and dequeue contacts

● Access queue information, estimated wait time, and current position in queue

● Transfer a contact

6.3 Workforce Optimization Interface

HiPath ProCenter includes a Workforce Optimization interface. A contact center can use the interface to obtain user information for reporting and scheduling purposes.

In order to generate scheduling, the Statistics Server outputs reporting and administration files to an external file system.


Appendix - 300E.fm

Hicom 300E V6.6: Requirements

A Hicom 300E V6.6: Requirements

Figure A-1 Sample configuration of HiPath ProCenter components connected to a Hicom 300E V6.6

A31003-S2265-A100-1-76A9, May 2005HiPath ProCenter Standard, Version 6.5, Overview Guide A-1


Appendix - 300E.fm

Minimum requirements Network requirements

HiPath ProCenter Server Machine(150 or fewer users)

Processor: Single Pentium 4 processor 2.4 GHzMemory: 1 GB SDRAMHard Disk: 40 GB IDE hard driveOther:● Microsoft Windows 2003● HiPath ProCenter Server Software● pcAnywhere Remote Connectivity software, V11.5● Dialogic System Release Software 6.0● 16x CD-ROM drive● 10/100 Mbps Ethernet (10 Mbps only supported if

there are no client desktops)● 56K modem for service (external required)● 56K modem for pager notifications (optional)● 20 GB capacity DAT DDS4 tape drive with SCSI

controller for backup (optional)● 1024 x 768 or higher-resolution monitor with high

color (16 bit)● Network Interface Card for Local LAN● Network Interface Card for PBX LAN● Dialogic four-port analog board (D41JCT-LS)*.

*Installed by Siemens service personnel only - this is not to be installed by customer.

● HiPath ProCenter Server IP address to connect to the switch

● 100 MB Full Duplex LAN connection

● Switch LAN (10 MB)

NOTES:● Determining LAN

requirements is dependent on the number and type of applications running on your network

● A Firewall between the Server and Clients is not recommended. (If firewall implementation is required, consult your Service Engineer.)

HiPath ProCenter Server Machine(more than 150 users)

Processor: Dual Pentium 4 processor 2.4 GHzMemory: 2 GB SDRAMHard Disk: 60 GB IDE hard driveOther:● Microsoft Windows 2003● HiPath ProCenter Server Software● pcAnywhere Remote Connectivity software, V11.5● Dialogic System Release Software 6.0● 16x CD-ROM drive● 10/100 Mbps Ethernet (10 Mbps only supported if



color (16 bit)● Network Interface Card for Local LAN● Network Interface Card for PBX LAN● Dialogic four-port analog board (D41JCT-LS)*.

*Installed by Siemens service personnel only - this is not to be installed by customer.





requirements is dependent on the number and type of applications running on your network.


A31003-S2265-A100-1-76A9, May 2005A-2 HiPath ProCenter Standard, Version 6.5, Overview Guide

Appendix - 300E.fm


HiPath ProCenter AuxiliaryServer

Processor: Single Pentium 4 processor 1.7 GHzMemory: 512 MB RAMHard Disk: 10 GB IDE hard driveOther:● Microsoft Windows 2003● HiPath ProCenter Server Software● To determine whether you require an Auxiliary

server, please contact your Siemens service personnel.







HiPath ProCenter Client Desktop

Agent &Associate

Processor: Pentium III processor 300 MHzMemory: 128 MB RAM availableHard Disk: 25 MB of available disk spaceOther:● Microsoft Windows XP Professional with Service

Pack 2 or later or● Microsoft Windows 2000 Professional with Service

Pack 4 or later

● 16x CD-ROM drive (optional)● 10/100 Mbps Ethernet ● 1024 x 768 or higher-resolution monitor with high

color (16 bit)

● 10 Mbps Switched LAN




Appendix - 300E.fm


Manager & IT Monitor



Pack 4 or later


color (16 bit)


Hicom 300E V6.6(U.S. only)

● HUBC Card (Mod 80)● LAN-S PORT (Mod 30)● ACD Application Server (Internal or External)● Analog ports for the following:

– 2 analog ports for Dialogic connection (Heartbeat)

– 1 Analog port for remote access– 1 Analog port for paging

● 1 Composer Supervisor for config sync● CallBridge

– 1 CSTA non-redundant Ethernet link– monitored agents

● Analog or T1 card to support Call Director

NOTE: Tested Analog/T1cards for connectivity with an Interalia XMU+/SBX include:

North America only:Analog: Q2146-XT1: Q2474-X100

IM:Analog: Q2246-X

● PBX LAN 10 MB Half Duplex connection

● 100 MB Full Duplex Local LAN connection to ACD App Server



Appendix - 300E.fm


XMU+ or SBX

NOTE: Call Director requires XMU+ or SBX for Interactive Messages

● Small or Large size chassis● Supported line cards include:

– Interalia Part # 27670 (analog, 8 port)– Interalia Part # 27672 (analog, 4 port)– Interalia Part # 27367 (T1, 24 port). North

America only

● SBX with 4 or 8 analog ports– Interalia Part # 23500 (analog, 8 port)– Interalia Part # 23540 (analog, 4 port)

NOTE: To determine call processing requirements, you must use the Qualification Worksheet and XMU+ Sizing Tool.

● IP Address

Classic XMU Upgrade

● Supported line cards same as New XMU+ section● You will need:● XMU+ Control Card Upgrade with 8 minutes - Part

# 27062U8● (upgrades XMU system to XMU+)● You can reuse:

– Small or Large chassis– Existing supported line cards as listed above

NOTES:

● If you are not using Call Director, an existing XMU or XMU+ can be used for switch-based announcements

● If you are not using Call Director, the SBX can be used for switch-based announcements and music on hold

● IP Address

NOTE: A Firewall between the Server and Clients is not recommended. (If firewall implementation is required, consult your Service Engineer.)

Wallboards ● Spectrum IP and Serial (with a Spectrum IP converter kit) Wallboards are supported.

● IP Address for each wallboard





Appendix - 300E.fm

Operating Systems, Application Server, and Client Requirements

Web Callback Client● Windows 2000 Professional or Server with SP 2 or later● Windows XP● Windows ME● Internet Explorer 6.0 and Netscape 6.2.1

Server● Windows 2000 Server with IIS 5 ● Windows 2003 Server with IIS 6.0● Sun Solaris 8 or Linux with Apache 1.3 and Tomcat 3.3● Sun Solaris 8 with Sun Java System Web Server 6.1

E-mail and LDAP

Protocols● IMAP version 4● SMTP version 1 (Enhanced SMTP or ESMTP, is not supported)

811● SMTP version 1 (Enhanced SMTP or ESMTP, is not supported)

Server● Microsoft Exchange 2003 ● Microsoft Exchange 2000● Lotus Domino 6.5 ● Lotus Domino 6.0


Appendix - 3000-5000.fm

HiPath 3000 V4.0 or V5.0 and HiPath 5000 V4.0 Real-Time Services Manager (RSM)

B HiPath 3000 V4.0 or V5.0 and HiPath 5000 V4.0 Real-Time Services Manager (RSM) Co-Resident and Stand-Alone: Requirements

Figure B-1 Sample configuration of HiPath ProCenter components connected to HiPath 3000 V4.0 or V5.0 and HiPath 5000 V4.0 RSM Co-Resident

A31003-S2265-A100-1-76A9, May 2005HiPath ProCenter Standard, Version 6.5, Overview Guide B-1



Figure B-2 Sample configuration of HiPath ProCenter components connected to HiPath 3000 V4.0 or V5.0 and HiPath 5000 V4.0 RSM Stand-Alone

A31003-S2265-A100-1-76A9, May 2005B-2 HiPath ProCenter Standard, Version 6.5, Overview Guide





Processor: Single Pentium 4 processor 2.4 GHzMemory: 1 GB SDRAMHard Disk: 40 GB IDE hard driveOther:● Microsoft Windows 2003● HiPath ProCenter Server Software● pcAnywhere Remote Connectivity software, V11.5● 16x CD-ROM drive● 10/100 Mbps Ethernet (10 Mbps only supported if



color (16 bit)● Network Interface Card for Local LAN

● HiPath ProCenter Server IP Address (Customer LAN)






Agent &Associate



Pack 4 or later


color (16 bit)






Manager & ITMonitor



Pack 4 or later


color (16 bit)


HiPath 3000 and HiPath 5000, RSM Co-Resident or External

● HXGM Card– 1 HXGM card must be available for every 14

agents if you are using IP phones● Analog ports for the following:


● Analog or T1 card to support Call Director

NOTE: Tested Analog/T1 cards connectivity with an Interalia XMU+ include:

● Analog: SLMA3

● T1: TMST1 (North America only)

● 100 MB Local LAN connection to 5000 RSM Server (co-resident with HiPath ProCenter Server or external)

XMU+ or SBX

NOTE: Call Director requires XMU+ or SBX for Interactive Messages.



America only



● IP Address





Classic XMU Upgrade

● Supported line cards same as New XMU+ section● You will need:

– XMU+ Control Card Upgrade with 8 minutes - Part # 27062U8 (upgrades XMU system to XMU+)

● You can reuse:– Small or Large chassis– Existing supported line cards as listed above

NOTES: – If you are not using Call Director, an existing

XMU or XMU+ can be used for switch-based announcements.

– If you are not using Call Director, the SBX can be used for switch-based announcements and music on hold.

● IP Address




NOTE:









E-mail and LDAP





Appendix - 4000.fm

HiPath 4000 V1.0, V2.0: Requirements

C HiPath 4000 V1.0, V2.0: Requirements

Figure C-1 Sample configuration of HiPath ProCenter components connected to the HiPath 4000 V1.0, V2.0

A31003-S2265-A100-1-76A9, May 2005HiPath ProCenter Standard, Version 6.5, Overview Guide C-1


Appendix - 4000.fm


HiPath ProCenter Server Machine(150 or fewer users)

Processor: Single Pentium 4 processor 2.4 GHzMemory: 1 GB SDRAMHard Disk: 40 GB IDE hard driveOther:● Microsoft Windows 2003● HiPath ProCenter Server Software● pcAnywhere Remote Connectivity software, V11.5● 16x CD-ROM drive● 10/100 Mbps Ethernet (10 Mbps only supported if

there are nversioo client desktops)● 56K modem for service (external required)● 56K modem for pager notifications (optional)● 20 GB capacity DAT DDS4 tape drive with SCSI


color (16 bit)● Network Interface Card for Local LAN● Network Interface Card for PBX LAN


● HiPath ProCenter Server IP Address (Switch LAN 192.0.2.X)






HiPath ProCenter Server Machine(more than 150 users)

Processor: Dual Pentium 4 processor 2.4 GHzMemory: 2 GB SDRAMHard Disk: 60 GB IDE hard driveOther:● Microsoft Windows 2003● HiPath ProCenter Server Software● pcAnywhere Remote Connectivity software, V11.5● 16x CD-ROM drive● 10/100 Mbps Ethernet (10 Mbps only supported if





● HiPath ProCenter Server IP Address (Switch LAN 192.0.2.X)






A31003-S2265-A100-1-76A9, May 2005C-2 HiPath ProCenter Standard, Version 6.5, Overview Guide

Appendix - 4000.fm


HiPath ProCenter AuxiliaryServer

Processor: Single Pentium 4 processor 1.7 GHzMemory: 512 MB RAMHard Disk: 10 GB IDE hard driveOther:● Microsoft Windows 2003● HiPath ProCenter Server Software ● To determine whether you require an Auxiliary

server, please contact your Siemens service personnel.








Agent &Associate



Pack 4 or later


color (16 bit)





Appendix - 4000.fm


Manager & ITMonitor



Pack 4 or later


color (16 bit)


HiPath 4000 ● HUBC Card (Mod 4500)● LAN-S PORT (Mod 4300)● ACD Application Server pre-installed● Analog ports for the following:


● CallBridge – 1 CSTA non-redundant Ethernet link to

monitor agents ● Analog or T1 cards to support Call Director

NOTE: Tested Analog/T1 cards for connectivity with an Interalia XMU+ include:

Analog: Q2246-XT1: Q2192-X (North America only)



XMU+ or SBX

NOTE: Call Director requires XMU+ or SBX for Interactive Messages



America only



● IP Address



Appendix - 4000.fm


Classic XMU Upgrade


– XMU+ Control Card Upgrade with 8 minutes – Part # 27062U8 (upgrades XMU system to

XMU+)● You can reuse:


NOTES:

● If you are not using Call Director, an existing XMU or XMU+ can be used for switch-based announcements.

● If you are not using Call Director, the SBX can be used for switch-based announcements and music on hold.

– IP Address

NOTE: A Firewall between the Server and Clients is not recommended.(If firewall implementation is required, consult your Service Engineer.)



NOTE: ● A Firewall between the Server

and Clients is not recommended. (If firewall implementation is required, consult your Service Engineer.)







Appendix - 4000.fm

E-mail and LDAP





Appendix - Realitis DX.fm

Realitis DX V7.1.005 or later: Requirements

D Realitis DX V7.1.005 or later: Requirements

Figure D-1 Sample configuration of HiPath ProCenter components connected to the Realitis DX V7.1.005 or later

A31003-S2265-A100-1-76A9, May 2005HiPath ProCenter Standard, Version 6.5, Overview Guide D-1





Processor: Pentium 4 processor 2.4 GHzMemory: 1 GB SDRAMHard Disk: 40 GB IDE hard drive (configured as

a single partition)Other:● Microsoft Windows 2000 Server with Service Pack

4● HiPath ProCenter Server Software● pcAnywhere Remote Connectivity software, V11.5● 16x CD-ROM drive● 10/100 Mbps Ethernet (10 Mbps only supported if


controller for backup ● 1024 x 768 or higher-resolution monitor with high









Agent &Associate



Pack 4 or later


color (16 bit)


A31003-S2265-A100-1-76A9, May 2005D-2 HiPath ProCenter Standard, Version 6.5, Overview Guide




Manager & ITMonitor



Pack 4 or later


color (16 bit)


Realitis DX ● Ethernet Hub● UPI or System Card● Analog ports for the following:

– 1 Analog port for remote access● CallBridge (See Ordering Note for Details)

– 1 CSTA non-redundant Ethernet link– monitored agents

● Analog card to support Call Director

NOTE: Tested Analog card for connectivity with an Interalia XMU+ include:



New XMU+

NOTE: Call Director requires XMU+ for Interactive Messages


– Interalia Part # 27670 (analog, 8 port)– Interalia Part # 27672 (analog, 4 port)


● IP Address●



A31003-S2265-A100-1-76A9, May 2005HiPath ProCenter Standard, Version 6.5, Overview Guide D-3



Classic XMU Upgrade


– XMU+ Control Card Upgrade with 8 minutes – Part # 27062U8 (upgrades XMU system to

XMU+)● You can reuse:


NOTE: If you are not using Call Director, an existing XMU or XMU+ can be used for switch-based announcements.

– IP Address


Wallboards ● Data Display IP and Serial Wallboards (with a Patton IP Converter Kit) are supported.






E-mail and LDAP




A31003-S2265-A100-1-76A9, May 2005D-4 HiPath ProCenter Standard, Version 6.5, Overview Guide

HPPCSOverviewIX.fm

Nur für den internen Gebrauch Index

Index Z

AAdministration Center

permissions 5-21–5-22profiles 5-20resources 5-20–5-21

Administrator, profile 3-14agent

in group-based routing 3-5profile 3-5, 3-14résumé 3-8

aggregate, configuring 5-25Associate A, profile 3-14Associate E, profile 3-14

BBroadcast Center

Broadcaster in Client Desktop 5-24distribution 5-23view 5-23wallboards 5-24

CCall Director 5-30callbacks

creating 5-33, 5-45Schedule tab in Contact Details screen pop 5-36

Client Desktop 5-32–??Activity Log 5-26, 5-33, 5-39Broadcaster 5-34, 5-47Contact Details screen pop 5-33, 5-35–5-38

Contacts Waiting Indicator 5-34, 5-48customizable views 5-34Directory 5-33, 5-39main window 5-32media 5-32Ongoing Activity Log 5-33, 5-40Personal Performance Statistics toolbar 5-34, 5-47

A31003-S2265-A100-1-76A9, May 2005HiPath ProCenter Standard, Version 6.5, Overview Guide

Speed Bar 5-33, 5-42Speed List 5-33, 5-42Team Bar 5-33, 5-44Team List 5-33, 5-43tear-off-and-park capability 5-34, 5-48Unavailable reasons 5-34Work reasons 5-34

Contact Details screen popcallbacks 5-36e-mail messages 5-37telephone calls 5-35

DDesign Center

Call Director 5-30XMU+/SBX 5-30

Ee-mail messages

Contact Details screen pop, expanded 5-38

creating 5-33, 5-46e-mail history search 5-33, 5-41

Ggroup, definition 3-5group-based routing

example 3-6group 3-5overflow groups 3-6primary group 3-6queues 3-6

HHiPath ProCenter

client applications 4-17Client Desktop ??–5-49communication platforms supported 4-18group-based routing 3-5–3-6interfaces 4-18major components 4-17

Z-1

Index Nur für den internen Gebrauch

HPPCSOverviewIX.fm

Manager application 5-19–5-31profiles 3-13–3-16queue processing strategy 3-12–3-13routing strategy 3-10–3-11server machine 4-17skills-based routing 3-8–3-9system overview 4-17–4-18third-party integration 6-51wallboards supported 4-18

MManager application

Administration Center 5-20–5-22Broadcast Center 5-23–5-24Design Center 5-29–5-30Report Center 5-25–5-29Telephony Center 5-31

Manager, profile 3-15Master Administrator, profile 3-15media

Contact Details screen pop 5-35–5-38Contacts Waiting Indicator 5-48in Client Desktop 5-32separate queues 3-8

Ooverflow group, in group-based routing 3-6

PPhone Agent, profile 3-15primary group, in group-based routing 3-6profiles

Administrator 3-14Agent 3-14, 3-16Associate A 3-14, 3-16Associate E 3-14, 3-16combining 3-13definition 3-5Manager 3-15Master Administrator 3-15Phone Agent 3-15preconfigured 3-13, 3-16Supervisor 3-15

Qqueue

definition 3-5in group-based routing 3-6in skills-based routing 3-8

queue processing flowdefinition 3-12example 3-13

queue processing strategydefinition 3-5items commonly included 3-12queue processing flow 3-12treatment of waiting customer 3-12

RReport Center

activity reports 5-28aggregates 5-25cumulative reports 5-28historical reports 5-28intervals in reporting 5-25, 5-28multiple report outputs 5-26options for tracking and monitoring 5-25ownership of reports 5-25real-time reports 5-26restrictions available 5-25retention periods of report data 5-26setting alarms in real-time reports 5-25types of reports 5-25

résumé, in skills-based routing 3-8routing strategy

definition 3-5purpose 3-10types of information used 3-10

routing strategy flowcreation 3-10definition 3-10example 3-11

Sskill

definition 3-5in skills-based routing 3-8

skills-based routing

A31003-S2265-A100-1-76A9, May 2005Z-2 HiPath ProCenter Standard, Version 6.5, Overview Guide

HPPCSOverviewIX.fm

Nur für den internen Gebrauch Index

agent skills 3-8example 3-8, 3-9résumé 3-8routing mechanism 3-9steps in queue definition 3-8virtual group 3-8, 3-9

Supervisor, profile 3-15switches

configuring 5-31Hicom 300E, requirements A-1HiPath 3000 and HiPath 5000 co-resident, requirements B-1

HiPath 3000 and HiPath 5000 stand-alone, requirements B-2

HiPath 4000, requirements C-1Realitis DX, requirements D-1

TTelecommunication Specialist, profile 3-15third-party integration

IVR API 6-51screen pop API 6-51Workforce Optimization interface 6-52

trend line, using in reports 5-25

Vvirtual group, in skills-based routing 3-8

A31003-S2265-A100-1-76A9, May 2005HiPath ProCenter Standard, Version 6.5, Overview Guide Z-3

Index Nur für den internen Gebrauch

HPPCSOverviewIX.fm

A31003-S2265-A100-1-76A9, May 2005Z-4 HiPath ProCenter Standard, Version 6.5, Overview Guide

Siemens AG 2005 • Siemens Communications • Hofmannstraße 51 • D-81359 München, GermanyReference No.: A31003-S2265-A100-1-76A9 Subject to availability. Right of modification reserved.

The information provided in this document contains merely general

descriptions or characteristics of performance which in case of actual use

do not always apply as described or which may change as a result of

further development of the products.

An obligation to provide the respective characteristics shall only exist if

expressly agreed in the terms of contract.

The trademarks used are owned by Siemens AG or their respective

owners.

www.siemens.com/hipath

Siemens AG 2005 • Siemens Communications • Hofmannstraße 51 • D-81359 München, GermanyReference No.: A31003-S2265-A100-1-76A9 Subject to availability. Right of modification reserved.

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