sipfoundry colab 2013 - web contact center
DESCRIPTION
At the SIPfoundry CoLab 2013 users conference members of the team introduce the new Web and mobile contact center based on the open source project openACD. A new software based contact center (ACD) solution that runs in the cloud.TRANSCRIPT
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moderator: martin steinmannparticipants: jan-vincent liwanag, kristine mina, danna aduna
March 11, 2013 / Bentley University / Boston MA
Web Contact Center
1
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2Presenter Team
Jan Vincent LiwanagDanna Aduna Kristine Mina
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1. Contact centers, like UC, move to IT and the Web>Many of our customers asked for a basic but integrated call queuing capability
>Contact centers need to be connected to the browser for both callers and agents (WebRTC)
>A software application, fast and scalable yet simple to setup and use
2. Current solutions are too expensive>Hardware centric proprietary solutions are too expensive
>Web standards replace proprietary CTI interfaces
>Multi-media w/ click-to-call and click-to-chat
3. Private cloud based product>A product and not just a service
>Globally networked and scalable
3It is time for a new solution that fits into an IT environmentWHY a New Contact Center Solution ?
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>Introduced at CoLab 2012 as a concept
>Our initial goal is unchanged>Call and voicemail queuing with email and chat to follow
>Up to 500 calls in queue per server, up to 200 agents per server
>Complete set of core ACD features
>Modern Web gadget based agent / supervisor portal
>Initial set of real-time and sliding window statistics
>Project status>Beta release coming up in Q2
>First GA release scheduled for Q3
>Talk to us about participating in the beta phase
Significant progress was madeWhere are we with openACD?
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>Highly flexible queuing>Skills based call distribution
>Configurable recipes for queue management
>Multiple clients can be served (multi-tenant)
>Designed for multiple media and multiple channels
>Individual agent skills, away or break codes, wrap-up time, call disposition
>Agent DTMF controls for operation without agent dashboard
>Implemented using Erlang, optimized for concurrency and distributed operation, MongoDB
>Standards based>Standard SIP for calls
>Software only solution that can be clustered
Complete set of core featuresKey Features of the Core openACD System
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>sipXecs integration>Configuration via the sipXecs Web UI
>Unified account credentials
>Custom Agent and Supervisor UI>Movable gadgets for agent and supervisor customization
>Tab separation for agent and supervisor gadgets
>Normal and widescreen layouts
>Supervisor management of active agents and calls in queue
>Other Features>Real-time and sliding window statistics
>Configurable Client popups
>Mashup with other gadgets
A Fully Integrated Gadget Based UIAgent and Supervisor Workstation
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Example
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Sample Set-up8
TechSupport:Tech, English
Supervisor
Sales_English:Sales, English
Sales_German:Sales, German
AcmeTechSupport
AcmeSalesEnglish
AcmeSalesGerman
WidgetTechSupport
WidgetSales
Acme Inc
TechSupport380
SalesEnglish381
SalesGerman382
Widget Corp
TechSupport370
SalesEnglish371
SalesEnglish372
Callers
LINES QUEUES
AGENTS
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Sample Set-up9
TechSupport:Tech, English
Supervisor
Sales_English:Sales, English
Sales_German:Sales, German
AcmeTechSupport
AcmeSalesEnglish
AcmeSalesGerman
WidgetTechSupport
WidgetSales
Acme Inc
TechSupport380
SalesEnglish381
SalesGerman382
Widget Corp
TechSupport370
SalesEnglish371
SalesEnglish372
Callers
LINES QUEUES
AGENTS
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Sample Set-up10
TechSupport:Tech, English
Supervisor
Sales_English:Sales, English
Sales_German:Sales, German
AcmeTechSupport
AcmeSalesEnglish
AcmeSalesGerman
WidgetTechSupport
WidgetSales
Acme Inc
TechSupport380
SalesEnglish381
SalesGerman382
Widget Corp
TechSupport370
SalesEnglish371
SalesEnglish372
Callers
LINES QUEUES
AGENTS
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Sample Set-up11
TechSupport:Tech, English
Supervisor
Sales_English:Sales, English
Sales_German:Sales, German
AcmeTechSupport
AcmeSalesEnglish
AcmeSalesGerman
WidgetTechSupport
WidgetSales
Acme Inc
TechSupport380
SalesEnglish381
SalesGerman382
Widget Corp
TechSupport370
SalesEnglish371
SalesEnglish372
Callers
LINES QUEUES
AGENTS
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Sample Set-up12
TechSupport:Tech, English
Supervisor
Sales_English:Sales, English
Sales_German:Sales, German
AcmeTechSupport
AcmeSalesEnglish
AcmeSalesGerman
WidgetTechSupport
WidgetSales
Acme Inc
TechSupport380
SalesEnglish381
SalesGerman382
Widget Corp
TechSupport370
SalesEnglish371
SalesEnglish372
Callers
LINES QUEUES
AGENTS
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Demo
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Architecture
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Integrated with sipXecsPowerful Distributed Architecture
15
External Systems
sipXecs Stack
Proxy Server
Media Server(FreeSwitch)
Configuration Server MongoDB(agents, queues, skills,
clients, etc.)
OpenACD
Statistics and Reporting
Agent Dashboard
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>Web UI is built on HTML/CSS/JS
>API built on JSON-RPC 2.0 and Events via WebSockets
>Gadget and Tab based UI for customizability and extensibility
Web UI and APIs for Agent / Supervisor Dashboards
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Browser APIJSON-RPC 2.0Websocket
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Next Steps
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>Start Beta phase for the first release
>We will add incremental capabilities through the rest of the year
>Extending openACD to become able to fully replace existing formal contact center solutions
>Historic reporting package
>IM integration for agent / supervisor communication
>Redundancy and scale: Clustered operation
>IVR frontend
>Cloud hosted or private cloud deployment options
>Distributed agent population (global queues)
2013 and beyondNext Steps - Roadmap
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Demo Slides
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System > Servers > Call Center
Installation20
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Features > Contact Center
Configuration21
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Features > Contact Center > Agents
Demo Configuration22
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Features > Contact Center > Lines
Demo Configuration23
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Dashboard
Supervisor Session24
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Managing agents and queues
Supervisor Session25
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Log-in
Agent Experience26
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Dashboard
Agent Experience27
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Receiving a call
Agent Experience28
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Call processing
Agent Experience29