Spring Cleaning: Getting the most out of your UC/CC Systems

Jonathan Reddish

Solution Consultant- PRISM Advisory Services

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What If……?

Imagine you are a new CIO….– You have a problem, but don’t know what it is or where to start

– You are discussing with major consulting firms and want another opinion

> We suggest…..– Rapid assessment and finite recommendations with a supporting business case

> We deliver

– Business, IT/Telecom, and Contact Center system assessment

– Recommendations to move forward

– Vendor independent, detailed communication system specifications

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What If……?

Or Telecom Director….– You are creating 2 RFPs, one to acquire SBCs and a second to select SIP carriers

> To be followed by a 3rd RFP for Proof Of Concept and Production Implementation

> We suggest…..– Expert assistance to develop the first two RFPs

– Assistance evaluating vendor responses

> We deliver

– Detailed technical RFP content assuring accurate specifications

– Comprehensive checklists and recommendations assuring apples to apples evaluations

– Proactive, unsolicited SOW detailing our recommended approach to the Proof of Concept and Implementation

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What If……?

You are a Telecom Director….– You have 4 large contact centers that need to consolidate

– Executive management is pushing

> Great internal resources but they are swamped

> Can get traction but can’t keep it going

> Need help to define, design, and plan next steps

> We suggest…..– A thorough planning session to understand the problems and opportunities

– A detailed 90 day analysis, design, and planning Assistance evaluating vendor responses

> We deliver

– A comprehensive Scope Of Work describing

> Activities

– Tasks

• Deliverables

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What Business Problems do we solve?

> Environment discovery– Holistic approach to the telecommunications infrastructure

– Uncover unknown variables that effect your plans

– Benchmark and set a baseline

> Resources (lack there of)

– Day to day fires keep you from long term planning

– Lack of internal holistic methodology

– Group think

> Expertise

– Lack of internal training of environment or silos

– Unreliable outcomes from various sources

– Stakeholder and IT/Telecom disconnect

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The Benefits

> Clarity

– Create actionable roadmaps

– Practical execution plans, costs, and outcomes

– Create Measurable results

> Resources unavailable in-house– Proprietary toolsets– Objectivity (industry, organization, manufacturers, technology)– Bias based upon expertise

> Value

– Customized precise deliverables

– Consistency

– Excellent customer satisfaction

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Toolset Examples

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Toolset Examples

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Bridge the gap between IT and the business

Consultative methodology applying Arrow SI

> Intellectual property and systems

> Expertise: Design, Implementation, Business Process Analysis

Positioning solutions as assets for ROI incentives

Marrying technology and business imperatives with inherent

> Services born out of the communications environment

> Functions of systems that enable widespread architecture integration

Realizing tangible benefit

> Cost

> Business impact and process improvement

> Strategic Value: Envisioning beyond today

Offering an extremely wide, flexible array of services – both fixed and custom

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HealthCheck – Avaya Aura

HealthCheck provides customers:

> Accurate assessment of telecommunication investment

> Evaluation of Avaya Aura® system configuration, infrastructure, and licensing using real time data reflecting true performance and resource needs

You benefit by:

> Establishing fact-based foundation to manage changes and achieve readiness in support of growth, expansion, and on-going support

> Obtaining relevant, pragmatic recommendations based on Arrow SI and manufacturer experience to address:

– Compatibility issues and infrastructure dependencies

– Potential system platform modifications and replacements

– System disruption and reliability challenges

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HealthCheck - General

Provides detailed, accurate system profile and supporting recommendations resulting in cost reduction, system optimization, and

operational improvement

Target Audience

> Executives concerned with realizing benefit from their investment

> Management requiring outside opinion/expertise to substantiate or build business cases

Typically includes

> Extensive system discovery, benchmarking to industry standards, and gap analysis

> Business requirements mapping

> Recommendations (system tuning, configuration, licensing, equipment)

Value

> Highlights areas that can be right sized to reduce costs or optimize the system

> Uncovers Important issues

– Unbalanced resources (licenses, processors, communication paths)

– Capacity, Housekeeping, and Single Points of Failure

> Establishes an accurate inventory with release and rev levels (hw, sw, firmware)

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Enterprise Services

Target Audience

> Clients in need of expertise to address business process, system infrastructure, and organization support needs

> Outgrown existing infrastructure and/or require assessment of “best in class” for their needs

> Lacking confidence in existing staff, manufacturers, or business partners

Includes

> Assessment & Roadmap.

> Architecture & Design

– System feature, function, and operational requirements supporting business and IT requirements

– Deliverables detailed specs, logical architecture for Network, Core, UC & CC Apps, and end user clients and devices

> System Integration

– Implementation

– Design

– Cradle to grave implementation, education, and support

Value

> Enterprise-wide business and technical community engagement and buy-in

> Vendor independence enables final solution sourcing from multiple sources

Addressing customer Telecom, UC, and Contact Center needs with the widest possible range of assessment, recommendations, justification, specification, design and implementation services

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Enterprise Services

Analysis Design Spec Plan Implement

Enterprise Roadmap

Thank You

Next up Jim Cook

Call Center Tune Up

James M. Cook

Sr. Contact Center Specialist

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Clean Up Your Call Center

> Cleaning up your call center by creating a defined, behind the scenes map of how and who a call is routed to within the call center.

> How does the routing work?

– Breakdown of Important Call Center Elements

– Vector Directory Number

– Vectors

– Agent Groups (Hunt Groups)

– Agent ID

> Manage results of the calls and routing performance in the Avaya Call Management System

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Start by Identifying the problem and the solution

Where do you start?

Identify your problems and the solution

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Overview of the Solutions Work Flow

Arriving Calls

Trunk Groups

DNIS Digits

Internal

Prompts

Host Based Routing

Applications/Call Types

VDN 1001

VDN 1002

VDN 1003

VDN 1004

VDN 1005

Call Flows

Vector

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Vector

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Vector

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Hunt Groups

S

K

I

L

L

S

Agents

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What is a Vector Directory Number (VDN)?

> VDN= is the differentiator as to what group of experts the call is routed to

> A VDN is a “soft” extension number (3 to 13 digits) that is part of an Avaya Communication Manager’s dial plan and is not assigned to a physical equipment location.

> There are up to 20,000 VDNs that can be assigned.

> Important to note on VDNs:

– Starts the Call Center process

– Name is seen by agents on the digital display

– Reports the total customer experience

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Vector Directory Number Example

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Call Vectoring

> Once VDN is set, it then routes a single call vector> Once the call goes to a vector, call routing and treatment are determined by the

commands.

> Call Vectoring Command Samples:– Specify Call Handling Conditions

> Time-of- Day (TOD)> Day-of-Week (DOW) > Staffing Conditions> Estimated Wait Time (EWT)

– Specify Call Handling Treatments– Music-on-Delay,– Announcements, – Busy and – Ringing

> Prompting– Caller Specific– Routing Decisions

> Routing to local or distant destinations

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Hunt groups (skills)

> The Vector will route to hunt groups which are agents that have specific skills:

– Example for calls that need to be routed to an agent licensed in Colorado, they are routed to a group of agents licensed in Colorado

> Inbound ACD calls are directed to “Hunt Groups” that are administered as “ACD Skills” within an Avaya Communication Manager driven Avaya Server that is running Elite Avaya Call Center Software

* The maximum quantity of skills per system depends on the Avaya Server model and is Avaya Communication Manager release

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Expert Agent Selection Agents

> Expert Agent Selection (EAS) Agents are those ACD Login ID’s that equate to extension numbers (typically 3 to 7 digits)

> An Agent’s EAS login ID is associated with a specific telephone only when the agent actually logs into that specific telephone

> Skilled assignments typically based on criteria (language, tenure, licenses held, service proficiency and sales proficiency)

– This allows an ACD call to be directed to agents who are assigned those particular skills and have the calls tracked

> A call to the EAS login id reaches the agent independent of the telephone the agent is currently using

Monitoring Results through CMS

Call Management System

Data Storage

CMS Supervisor

CMS Reports

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CMS Overview

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CMS Historical Data Storage

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CMS Supervisor GUI Interface

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CMS Supervisor Real Time Report Example

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CMS Supervisor Capabilities

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CMS Supervisor Capabilities Continued

Call Center Tune Up

Custom evaluate

Call Center features purchased VS being used

Complete evaluation of Hunt groups, VDN’s, Vectors and Agents

Complete evaluation of CMS

Questions