UCC Express Subflows and Speech-Enabled Applications

BRKUCT-2002
Glyn Atkinson

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1

HOUSEKEEPING
 We value your feedback, don’t forget to complete your online session evaluations after each session and complete the Overall Conference Evaluation which will be available online from Friday.  Visit the World of Solutions on Level -01!  Please remember this is a ‘No Smoking’ venue!  Please switch off your mobile phones!  Please remember to wear your badge at all times including the Party!  Do you have a question? Feel free to ask them during the Q&A section or write your question on the Question form given to you and hand it to the Room Monitor when you see them holding up the Q&A sign.

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Agenda
 Introduction to UCCX  Basic Call Flow and Scripting Overview  Script Editor Demonstration  Concepts and Customer Application  Summary  Q and A

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A Cost Effective, Integrated, Flexible Unified Contact Centre Solution
 A contact-centre-in-a-box
Fully integrated ACD, Desktops, CTI & IVR

 The entire solution can fit on one box
1 – 50 agent deployments on single processor servers 1 – 150 agent deployments on dual processor servers Scales to support large, sophisticated deployments using dedicated expansion servers

 Complete, enterprise wide scalable solution with Cisco Unified Customer Interaction Network  Flexible virtual contact centre
Agents and supervisors can be located at any site on your Cisco IP Communications WAN or on any ISP DSL or Cable modem connection at home

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Easy to Deploy, Easy to Use Integrated Self Service
Self-service Web and IVR systems drive down the costs of providing customers the information they are looking for….
> $500

 Easy to Deploy and manage  Single service creation tool for the ACD & IVR
Easier, faster ACD & IVR integration that meets business requirements

 Easy to use desktops and browser based administration
> $5

 Integrated SELF-SERVICE
< $1

Express has a fully integrated self service component in Premium Order-of-magnitude cost savings over agent based contact management
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Field Visit

Call Centre

Self-Service

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Efficient, Effective, Available
 High Availability cluster architecture with automatic failover for mission critical deployments  Cisco Unified Communications IP network ready!
Runs out of the box on any Cisco Unified Communications network

 Easy, cost-effective CTI solution
Significant savings when compared to traditional CTI solutions

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CCX 4.0 Cluster Architecture with High Availability
Active Cisco Unified CCX (CCX) server (ACD,
IVR, CTI)

PSTN

Site 1

Standby CCX server (ACD,
(optional) IVR, CTI)

Agent Stations Switch Router/GW
(optional)

AVVID WAN
Publisher database

. . .

(optional) site based Recording /Monitoring Server's)

Site n
Remote CAD and CSD seats can use end-point monitoring/record IP Phone Agents require site based record/monitor servers with max of 5 sites supported
7

Server
Supervisor Stations

Subscriber (replicated) database server
(optional) (optional)

Load Balanced Recording/Monitoring Server (optional) Load Balanced Recording/Monitoring Server
CallManager Cluster
(optional) ASR/TTS ASR/TTS vendor(s))

servers (from

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4.5 Architecture
Active Cisco Unified CCX (CCX) server (ACD,
IVR, CTI)

PSTN

Site 1

Agent Stations Switch Router/GW

AVVID WAN

. . .

(optional) site based Recording /Monitoring Server's)

Site n
Remote CAD and CSD seats can use end-point monitoring/record IP Phone Agents require site based record/monitor servers with max of 5 sites supported

Supervisor Stations

(optional) ASR/TTS ASR/TTS vendor(s))

servers (from

CallManager Cluster
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High Availability (HA)
 Provision for active and standby servers for:
Cisco Unified CCX (CCX) services (ACD, IVR, CTI) Agent and supervisor desktop services ACD and IVR historical reporting database

 Automatic real-time synchronization of administrative changes to CCX active server with CCX standby server  Automatic detection of cluster servers) failure and automatic fail-over to redundant servers)
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Cluster Deployment Models
Non High Availability High Availability

Single CCX

Active & Standby CCXs

Single CCX With expansion DB

Active & Standby CCXs with publisher & subscriber expansion database servers

Single CCX with expansion database and record/monitor servers
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Active & Standby CCXs with publisher & subscriber databases & load shared monitor/record servers
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Desktops

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What is Cisco Agent Desktop (CAD)?
A workflow automation and management software set that helps agent and supervisor teams work within a virtual customer interaction environment to meet key performance metrics.
 Agent, supervisor and desktop administrator components of Cisco Unified Contact Center Express  Productivity and collaboration components that include:
– Cisco Agent Desktop – Cisco IP Phone Agent – Cisco Supervisor Desktop – Cisco Desktop Administrator

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What is Cisco Agent Desktop (CAD)?
Cisco Agent Desktop CiscoCisco Desktop Administrator Supervisor Desktop

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How does CAD improve agent productivity?
Task Automation Tool Bar Phone Book, Chat, Agent Reports

2. Choose Task Button 3. Check Visible and Call Enter Hint Data Description Pane

1. Select User Data Pane 6. Choose Interface workflow action and click “New”
Integrated Browser

Enterprise

4 . Customize Icon 5 . Add Action

Agent Status

7. Fill in blanks and click “OK”

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How does CAD improve contact center productivity?
Team Message

Barge In Intercept

Chat

Real Time Displays

Record

Silent Reports Agent Monitor

Agent State Control

Supervisor Chat

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Cisco Unified Contact Center Express Express/CallManager Release Matrix
Cisco Unified CCX Version
3.0 3.1 3.5 4.0 4.5
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Cisco Unified CallManager Version Orderability Status
EOL: EOS Jul 2006 Orderable Orderable Orderable Orderable 3.2 3.3 4.0 4.1 4.2 5.0

        
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CALL FLOW AND SCRIPTING OVERVIEW

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Terminology Refresher/Reminder
 Customer Response Solution (CRS)  Customer Response Application (CRA)  IP Intelligent Contact Distribution (IP ICD)  IPCC Express (UCCX)
Standard, enhanced, premium/IVR port option

 IP Interactive Voice Response (IP IVR)  IP Queue Manager  Auto Attendant  Media Convergence Server (MCS)  CTI Port = Logical IP IVR port on CRS server  CTI Port Group = Group of CTI ports  CTI Route Point = Dialed number
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CCX Call Flow Example

Public Network
1 4 6 7

4 6

3 2 5

Cisco CallManager

Agent Selected

5

Agent Avail

6 Screen Pop 7 Call Answered
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IP Voice TDM Voice Call Control and CTI Data
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IP Phones and Agent Desktops
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CCX Call Flow Example
1. 2. 3. 4. Call arrives at Voice Gateway (VG) VG asks Cisco CallManager how to route the call (via H.323 or MGCP) Cisco CallManager is configured for the Dialed Number (DN) to be routed by the IPCC Express application so a route request is sent to the IPCC Express server (via JTAPI) Based upon the DN, the IPCC Express server selects an available CTI port and initiates the configured workflow; the first step in the work flow (accept) initiates the establishment of an RTP VoIP data stream between the CTI port on the IPCC Express server and the VG port; in this scenario, we are assuming no appropriately skilled agents are available, so the application flow will execute the queue loop logic until an appropriately skilled agent becomes available An appropriately skilled agent becomes available The agent is selected/reserved by the IPCC Express server and this triggers the call to be transferred to the agent phone and subsequently causes the agent phone to ring (via Cisco CallManager signaling); in addition, the IPCC Express server delivers a screen pop to the selected agent desktop and enables the answer button on the agent desktop The agent answers the call which initiates the establishment of an RTP VoIP data stream between the agent’s phone and the VG port

5. 6.

7.

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CRS Workflow Editor
Toolbar Steps Design Window

Flow Step Libraries Variable Window

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Browser Based Administration
 Shared administration with Cisco CallManager
Reuse all telephony provisioning information

 Automatic Configuration of CCM devices and Users
For JTAPI users, CTI ports and Route Points

 Remote login via URL – administer from anywhere on the enterprise WAN  GUI-based configuration  Native interfaces including XML, ODBC, LDAP  Directory Sharing with Cisco CallManager  Cluster based admin with real time reporting
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Managing CRS Scripts

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Associating CRS Applications to Scripts

.aef to Be Used Entered Here

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Associating CRS Apps to Port Group and DN

Dialed Number/Route Point

Application Name

CTI Port Group

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BASIC IP/IVR SCRIPT REACTIVE DEBUG DEMO

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MORE ADVANCED APPLICATION STEPS: CALLING SUBFLOWS

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Calling Subflows
 Similar to a procedure or function call  Data can be passed to and from subflow  Use to modularize logic and package into reusable objects  Not associated with a specific IPCC Express application/DN
Thus no need to start with accept step

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Calling Subflows

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Holiday Call Routing

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Flow of Holiday Call-Routing Script
 Flow
Invoke a generic main script that calls a subflow Invoke the subflow Subflow loads an XML file with list of holidays Use XML parsing to extract data and determine if today is a holiday Return “true” if today is indeed a holiday Generic main script asks callers to call back if on holiday

 What’s involved?
Create file document step Create XML document step Get XML document data step Expression Editor

 XML file
holidaydates.xml

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Main Script

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Holiday Script Subflow: holidaydates.xml
<?xml version="1.0" encoding="ISO-8859-1"?> <Holidays> <Holiday1>01/01/2007</Holiday1> <Holiday2>7/4/2007</Holiday2> <Holiday3>04/23/2007</Holiday3> <Holiday4>12/25/2007</Holiday4> <Holiday5>1/1/2008</Holiday5> <Holiday6></Holiday6> <Holiday7></Holiday7> <Holiday8></Holiday8> <Holiday9></Holiday9> <Holiday10></Holiday10> </Holidays>

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Holiday Script Subflow

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Holiday Script Subflow: Expression Editor
 The expression editor supports all classes in the java.lang package and “friendly” data types without having to fully qualify them  “Friendly” data types are listed in the variable definition dialog  Date is a “friendly” data type; you can enter it either as java.util.Date() or Date() and both will be converted to Date()  Everything else needs to be fully qualified in the classpath

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Holiday Script Subflow: Iteration Loop
<Holidayn> End of List

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Holiday Script Subflow: Compare Dates

Found a Match Iterate
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Main Script

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CREATING APPLICATIONS: PROMPTING WITH TTS

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TTS Subsystem Configuration

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Text to Speech (TTS)
 Used to create prompts without recording  Create TTS Prompt step creates a wav file that is then played by a Play Prompt step  Possible uses
Confirming addresses Reading news headlines/

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TTS Prompting

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CREATING APPLICATIONS: COLLECTING INPUT VIA ASR

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ASR Input
 Allows DTMF or Speech Input  Get Digit String  Simple Recognition/Menu

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ASR Subsystem Configuration

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ASR Input: Digit String

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ASR Input: Digit String

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ASR Input: Digit String

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ASR Input: Digit String

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ASR Custom Grammar

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ASR Input: Menu Option

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ASR Input: Menu Option

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ASR Input: Menu Option

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CREATING APPLICATIONS: RECORDING VOICE INPUT

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Recording Voice Input
 Allows message from caller to be recorded and distributed via IPCC Express Queue or via e-mail  Not related to recording of agent calls

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Recording Voice Input

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Recording Voice Input

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Recording Voice Input

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CREATING APPLICATIONS: CREATING AND SENDING E-MAIL

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Email Subsystem Configuration

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Create and Send E-Mail

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Recording and Email DEMO

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Passing Variables using Session

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Session Steps
 The steps in the Session palette provide script designers with an easy way to associate information with a call contact, an e-mail contact, or a HTTP contact as the contact moves through the system. Session steps provide functionality similar to that of an inmemory database or a shopping cart on the web.  Customer information stored in a session object can persist for a specified length of time after the contact ends and can be made available to a subsequent contact. This feature can save customers the need to re-enter information such as credit card account digits.  You can store any type of information in these session objects and use the Set Session Info and Get Session Info steps to retrieve it.
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Get Session and Get Session Info

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Session Demo

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APPLICATION SCENARIOS: CALLBACK REQUEST WITH VOICE MESSAGE

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Voice Mail Routing with Scheduled Callback
Exp Delay > ‘x’ Min, Press 1 to Leave Voice Message DTMF 1 Please Leave Msg, Press # When Done Caller Speaks Msg and DTMF # Thank You, We’ll Call You Back
Delay ‘y’ Minutes

V

AVVID WAN

Cisco CallManager

IP Voice TDM Voice CTI/Call Control

PSTN
Screen Pop Voice Message

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Request Callback with Voice Message
 Due to high queue time, option given to caller to leave a voice message and request a callback when an agent becomes available

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Call Flow
 App 1
Accepts new call Because expected delay > ‘x’ minutes, prompts caller to enter callback number Collects callback number and prompts caller for voice message Records voice message and releases customer call Places call to App 2 and sets call/session Repeatedly plays prompt (press 1 to hear voice message)

 App 2
Accepts new call and gets call/session data Places call into appropriate queue When agent selected, sends call data to agent desktop, and transfers call to agents phone Releases App 2 CTI Port
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Call Flow
 Agent
Answers phone and hears prompt to press 1 to hear voice message and presses 1

 App 1
Detects agent pressed 1 and plays recorded voice message to agent Prompts agent to press 1 to be connected with original caller

 Agent
Hears prompt to press 1 to be connected with original caller and presses 1

 App 1
Detects agent pressed 1 and re-directs call from App 1 CTI port to callback number Releases App 1 CTI Port
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End Result
 Screen pop of call data onto agent desktop  Agent hears voice message  Voice path between agent and customer established  Just like an inbound call  Customer saved time/inconvenience of holding  Organization saved trunks and toll charges

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Request Callback from Queue

In App 1 Get Callback Number and Record Voice Message

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Request Callback from Queue
In App 1 Place Call to App 2 DN

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Request Callback from Queue
In App 1 Set Call Data

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Request Callback from Queue
In App 2 Get Contact/Session Data

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Request Callback from Queue
In App 2 Get Contact/Session Data

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Request Callback from Queue
In App 2 Select/Queue for an Agent

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Request Callback from Queue

In App 1 upon Agent Input Play Message and Redirect Call

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CallBack with Voice Message DEMO

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APPLICATION: VOICE MAIL ROUTING AND SCHEDULED CALLBACK

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Voice Mail Routing with Scheduled Callback
Exp Delay > ‘x’ Min, Press 1 to Leave Voice Message DTMF 1 Please Leave Msg, Press # When Done Caller Speaks Msg and DTMF # Please Enter Callback Num and Time DTMF Callback Num and Time Thank You, We’ll Call You Back AVVID WAN Cisco CallManager

Delay ‘y’ Minutes

V

IP Voice TDM Voice CTI/Call Control

PSTN
Screen Pop Voice Message

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Voice Mail Routing with Scheduled Callback
 Allows caller the option to leave voice mail and callback request  Offers customer a callback ASAP or at a scheduled time  Uses competency-based routing and prioritized queueing  Agent hears customer voice message through their phone  Presents original screen pop of caller data to agents CRM application  Includes automatic dial to customer phone number via agent control  End result looks no different than an inbound call  Customer saved time/inconvenience of holding  Organization gets increased agent productivity, more flexibility to manage inbound traffic peaks, reduced phone trunk usage, and reduced toll charges (if applicable)  Allows agents to be located anywhere on AVVID network
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Request Callback from Queue

In App 1 Get Callback Number and Record Voice Message
Get Callback Number

Capture Voice Mail

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Request Callback from Queue
In App 1 Place Call to App 2 DN

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Request Callback from Queue

In App 2 Select/Queue for an Agent

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Request Callback from Queue

In App 1 Upon Agent Input Play Message and Redirect Call

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Timed Callback with message DEMO

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APPLICATION SCENARIOS: WEB CALLBACK

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Web Callback with Screen Pop

PSTN
4 2 Thx min V

2

Delay ‘y’ Minutes

Intranet Internet

Cisco CallManager

3

IP Voice TDM Voice CTI/Call Control Data Screen Pop Web Collab

1 Web Collab

Corporate Web Server Cisco Collaboration Server IP Phones and IPCC Agent Desktops
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Web Callback with Screen Pop
 Informs customer of expected wait time  Offers customers an option for a scheduled callback  Provides multi-channel queuing of web and voice contacts  Uses competency based routing and prioritized queueing  Presents screen pop of customer data to agent’s CRM application  Includes automatic dial to customer phone number via agent control  End result looks just like it was an inbound call  Customer saved time/inconvenience of having to start transaction over  Organization gets higher agent productivity, reduced phone trunk usage, and reduced toll charges (if applicable)  Allows agents to be located anywhere on AVVID network  Includes integrated reporting with inbound voice calls  Offers web collaboration add-on option

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Web Callback

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Web Callback

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Web Callback

In App 1, Get HTTP Trigger Info

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Web CallBack Demo

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APPLICATION: AUTOMATIC CALLBACK OF ABANDONS

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Automatic Callback of Abandons

Thank you for holding, someone will be with you soon

Delay ‘y’ Minutes

V

AVVID WAN

Cisco CallManager

IP Voice TDM Voice CTI/Call Control

PSTN
Screen Pop

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Automatic Callback of Abandons
 Callback time controlled by application logic/rules  Uses competency-based routing and prioritized queuing of callback task  Presents original screen pop of caller data to agents CRM application  Includes automatic dial to customer phone number via agent control  End result looks no different than the original call  With 4.0, could route to same agent (if agent ready)  Agents can be located anywhere on AVVID network  Organization gets increased agent productivity and more satisfied customers
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APPLICATION: TEXT CHAT REQUEST ROUTING

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Text Chat Request Routing
www.organization.com/accountinfo

Account Information
Name John Doe Address 1623 Jones Road, San Jose, CA Phone 408-555-5765 Update Account Click for Live Help

Internet
1

Corporate Web Server
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Text Chat Request Routing
Which Option Would You Like? Have an Agent Call You Send Us an E-Mail Text Chat with an Agent Submit

Internet
1

Corporate Web Server
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Text Chat Request Routing
How Would You Like to Chat with an Agent? Microsoft Messenger AOL Messenger Yahoo Messenger Submit

Internet
1

Corporate Web Server
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Text Chat Request Routing

Please Enter Your Yahoo Messenger ID

johndoe

Submit

Internet
1

Corporate Web Server
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Text Chat Request Routing
Thank You, Your Text Chat Request Yahoo Has Been Received Messenger User to Chat with Please Be Sure You are Logged into johndoe Yahoo Messenger Submit An Agent Will Be Contacting You in Approximately 1 Minute 2 Delay ‘y’ 3 Minutes IP Voice TDM Voice CTI/Call Control Data Screen Pop

Cisco CallManager

Intranet Internet
1

Corporate Web Server
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Chat with Agent DEMO

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APPLICATION: E-MAIL ROUTING

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IPCC Express E-Mail Routing
www.organization.com/accountinfo

Account Information
Name John Doe Address 1623 Jones Road, San Jose, CA Phone 408-555-5765 Update Account Click for Live Help

Internet
1

Corporate Web Server
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IPCC Express E-Mail Routing
Which Option Would You Like? Have an Agent Call You Send Us an E-Mail Text Chat with an Agent Submit

Internet
1

Corporate Web Server
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IPCC Express E-Mail Routing
E-Mail Address johndoe@sp.com Subject Message Account Address Update Please Update My Address 1643 Smith Road San Jose, CA 95112 Thanks, John Doe

Submit

Internet
1

Corporate Web Server
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IPCC Express E-Mail Routing
Thank You, Your E-Mail Has Been Received You Can Expect a Reply Within One Hour

2

Delay ‘y’ Minutes

Intranet Internet
1 Screen Pop Corporate Web Server
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Cisco CallManager

3

IP Voice TDM Voice CTI/Call Control Data

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Things to do in the Queue

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Competitive Queuing (Don’t use this on your Customers )
 Informs customer of expected wait time and position in queue  Offers customers an option for a scheduled callback or the option to compete with other callers in the queue for a higher place  Uses XML Parsing for selecting Questions and Answers  Uses TTS to read questions and possible answers  Uses ASR for caller input  Dynamically creates Grammars for an XML File  Uses Session for repeat callers
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Competitive Queuing (Don’t use this on your Customers )
<?xml version="1.0" encoding="ISO-8859-1"?> <!-- NO LEADING ZEROES IN DATE NUMBERS !!!! --> <Questionlist> <Question symbol="4" error="0"> <Questions>Which film is this clip from</Questions> <wav>afrang.ulaw.wav</wav> <possanswers>Is it Saturday Night Fever, Crash, Adams Family, Titanic</possanswers> <answer>Adams Family</answer> <wrong1>Saturday Night Fever</wrong1> <wrong2>Crash</wrong2> <wrong3>Titanic</wrong3> </Question> <Question symbol="1" error="0"> <Questions>Which popular T V show is this the theme tune from</Questions> <wav>XFactor.ulaw.wav</wav> <possanswers>Is it Y Factor, Max Factor, X Factor, Sun Screen Factor</possanswers> <answer>X factor</answer> <wrong1>Max factor</wrong1> <wrong2>Y factor</wrong2> <wrong3>Sun Screen Factor</wrong3> </Question> </Questionlist>

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Competitive Queuing (Don’t use this on your Customers )
<?xml version="1.0" encoding="ISO-8859-1"?> <grammar xml:lang="en-US" version="1.0" xmlns="http://www.w3.org/2001/06/grammar" root="main"> <rule id="main" scope="public"> <one-of> <item> <ruleref uri="#MI_1_elem1_rule"/> <tag> tag='incorrect' </tag> </item> <item> <ruleref uri="#MI_2_elem3_rule"/> <tag> tag='incorrect' </tag> </item> <item> <ruleref uri="#MI_3_elem2_rule"/> <tag> tag='incorrect' </tag> </item> <item> <ruleref uri="#MI_4_elem0_rule"/> <tag> tag='Correct' </tag> </item> </one-of> </rule> <rule id="MI_1_elem1_rule" scope="public"> <one-of> <item> %wrongAns1% </item> <item repeat="0-1"> please </item> </one-of> </rule> <rule id="MI_2_elem3_rule" scope="public"> <one-of> <item> %wrongAnswer2% </item> <item repeat="0-1"> please </item> </one-of> </rule> <rule id="MI_3_elem2_rule" scope="public"> <one-of> <item> %wrongAnswer3% </item> <item repeat="0-1"> please </item> </one-of> </rule> <rule id="MI_4_elem0_rule" scope="public"> <one-of> <item> %answer% </item> <item repeat="0-1"> please </item> </one-of> </rule> </grammar>

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Competitive Queuing (Don’t get a question wrong )

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Competitive Queuing (Don’t get a question wrong )

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WRAP-UP: REFERENCES UCC EXPRESS USER GROUP, AND EVALUATIONS

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References
 IPCC Express Online Demo
http://www.cisco.com/cdc_content_elements/flash/ipcc/ipcc.html

 IPCC Express 3.5/4.0 Product Information
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/index.html

 IP IVR 3.5 Product Information
http://www.cisco.com/en/US/products/sw/custcosw/ps3651/index.html

 TAC Technical Support and Documentation
http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/tsd_products_support_series_home.ht ml

 Excellent Technical Tips that are updated regularly
http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/prod_tech_notes_list.html

 Design Guides and Script Repository
http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_implementation_design_guid es_list.html

 Technical Support
ask-icd-ivr-support@external.cisco.com

 Product Support
ask-icd-ivr-pm@external.cisco.com

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CRS Script Repository
 www.cisco.com/go/ipccexpress
Under Design Guides section

 Tested scripts and documentation  Created by Cisco Product Management, Engineering, and Customer Support

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CRA Editor Step Reference Guide

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CRA Editor Step Reference Online Help

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IPCC Express User Group
 http://groups.yahoo.com/group/cisco-usergroupipccexpress/  Provide: name, company, e-mail, address, and Cisco AM or SE e-mail address  Requires approval by your Cisco Account Manager or Sales Engineer before you can access the user group  Monthly conference calls  Access to user group e-mail alias  Access user groups e-mail alias  Access user groups sample scripts and presentations

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Meet the Experts
 Janet Byron

Unified Communications Technologies
Technical Leader Consulting Engineer Technical Marketing Engineer Consulting Systems Engineer Consulting System Engineer Consulting Systems Engineer

 Jan-Willem Ruys  Luc Bouchard

 Mariano O'Kon  Paul Tindall

 Richard Dodsworth

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Meet the Experts
 TJ Schuler

Unified Communications Technologies
Technical Marketing Engineer Consulting Systems Engineer Technical Mktg Eng Consulting System Engineer Consulting Engineer

 Tobias Neumann  Tony Mulchrone  Yves Torjman  Zorela Sora

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Recommended Reading
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 Cisco Network Design Solutions for Small-Medium Businesses

Available in the Cisco Company Store
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