Instant Queue Manager Version 4

High Level Design and Architecture

Instant MissionWe help organizations to meet regulatory requirements,

improve customer service, and increase employee productivity.

We develop innovative, enterprise-class compliance and productivity solutions for IBM Lotus Sametime and Microsoft Office Communications Server.

– IM archiving– IM queue management– Persistent chat rooms– IM bot development– Buddy list administration

Solution: Instant Queue ManagerImmediate, enterprise click to chat for real-time access to

helpful experts

“We are now able to easily route and manage real-time requests from our web site, without the need for any complex programming or Java expertise.”

“The logging feature immediately lets us see who replied to which request and how many web-based queries we have handled.“

“Instant Queue Manager instantly puts data at our users’ fingertips so they can do their jobs faster and better.”

High Level Design• Sametime Infrastructure

– Each queue logs into Sametime as a ‘named Sametime entity’ – i.e. a Sametime user

• 3 Notes database comprise the database infrastructure– Configuration– Storage– Logging

• Apache/Tomcat or Websphere server manages the Queue Manager engine and Instant Web Chat UI– Queue Manager engine is a Java Spring application running under

either Apache/Tomcat or Websphere– Instant Web Chat Client is provided in order to replace the Instant ST

Links client

• Engine exposes set of Web Services for management

Hardware/System Requirements• Sametime Server (can run any version of Sametime)

– Most customers already have this…– Nothing special here

• Notes Server– Store 3 configuration databases– Will surface the Queue Manager admin UI via Domino HTTP– Use Notes/Domino ACL to limit/control access to web admin UI– Nothing special here– Most customers already have this

• Apache/Tomcat or Websphere server– Runtime engine for Queue Manager– Exposes Queue Manager engine as set of web services– Exposes the Instant Web Chat client

Sametime Infrastructure• Each queue logs into Sametime as a ‘named

Sametime entity’ – i.e. a Sametime user– Click to chat on web site, enterprise IM client

• Will need to create one Sametime user to represent one queue

• Queue Manager uses standard Sametime– IM channels, – Directory resolvers– File transfer architecture– Screen sharing ability

• Each queue will act as a ‘person in the middle’ and broker the conversation between the expert and the customer

• Existing Sametime ‘archiving’ application is capable of capturing conversations and history

Queue Manager Engine• Java ‘Spring’ application• Executes under either Apache/Tomact or Websphere• Provides web client

– To remove any issues with Sametime ST Links

• Web service API– Exposes queue status to our UI– Exposes queue status to other systems (i.e. phone system, CRM)

• CRM integration extensions– Remedy– Epiphany

• Integration with Sametime and other platforms• Scalable

IBM Internal Use Case• Custom CMS Ticketing Notification• Custom Interview UI and functionality• Custom LDAP Query• Custom Searching of Internal Knowledge Base • Custom Email Ticket Status App• Integration with Sametime and other platforms

Domino Infrastructure• 3 Notes database comprise the database infrastructure

– Itqconnect.nsf – stores all of the queue configuration information– Itqmeasure.nsf –charting and reporting system– Itqlog.nsf – maintains the chat conversation/meta data repository

• Notes databases expose URLs that provide queue configuration information

• Notes ACLs control access to database

• Databases handle– Configuration– Logging– Reporting

Integration with Buddy List Administrator• Queue are just another user in Sametime• BLA can:

– Push queues to user’s buddy lists– Remove queues– Push public groups containing queues– Use existing groups that are already created

• BLA has no dependency on Queue Manager• They can easily co-exist and BLA was created to easily

‘push’ queues to users, groups, or departments

Visitor PerspectiveClick to chat link is exposed on:•Intranet•Portal•Extranet •contact list within Lotus Sametime

Optional - Prompt for InformationOptional set of questions may be requested from visitorThese are standard web forms. Values are then ‘associated’ with the visitor throughout the system.

Visitor is Greeted and ConnectedVisitor starts a web based conversation with the queue

Extensions - Custom Lookups• Visitor information may be retrieved, or stored, in 3rd party

enterprise system• Custom database lookups may be utilized, such as:

– Lotus Notes– Microsoft SQL Server– LDAP or Active Directory– Remedy, Pega, or Epiphany

• Custom conversational bots may be created in – Java– Groovy

Expert Options• Various ways to retrieve request

– Notified via IM that a seeker is waiting– Notifications can take place in ‘hunt groups’ and support priority levels– Sametime panel displays waiting seeker– Expert monitoring panel display all statistics and seekers

• Support for custom properties that have collected at an earlier stage (i.e. CRM)

• Ability to transfer or invite another expert• Server based textual replies

Expert Dashboard Panel• Expert may use embedded

Sametime plug-in to monitor queues

• When notified of inbound request, queue details are one click away

Expert Perspective• Drill down to queue level to

view, and retrieve, inbound requests

• Experts may also comment on request

• Send surveys• Transfer visitors

Managers - Metrics• All information is

captured and available for inspection

• Default charts provide system level information

• Metrics are immediate and clear

Managers – Monitor and Staff queues

• Manager may adjust queue staffing in real time

• Dashboard displays staffing levels

• Availability and load are displayed

Features and Benefits• Provides a single source for immediate, expert assistance

– Increases first-contact resolution rate

– Increases employee productivity

– Improves customer satisfaction

– Shortens sales cycles

– Minimizes reliance on trouble tickets

• Displays queues on buddy lists or portal pages– Users can seek help from within Sametime or from anywhere in

the world via a web browser

Features and Benefits• No additional software on client desktop

– Zero touch = instant deployment

• Uses Sametime awareness and chat UI– Zero user training required

– Provides immediate access to helpful experts via IM

– Experts can self-manage their availability to provide help

• Distributes Requests Evenly– Each expert assumes an equal share of the workload

– Wait time is minimized