CCE Agent Training

Avaya Contact Center Express Solutions
Jayce Nguyen
January 08, 2008
© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only. 1
Contact Center Overview
 Avaya PBX - ACD

 Call Management System
 Interactive Voice Response
 Computer Telephony
Integration
 Customer Relationship
Management
 Voice Recording System
What is Contact Center Express?
Microsoft Windows-based software suite
Turn one-dimension call centers into powerful multi-

media 'contact' centers
Multimedia Channel: phone, email, text or instant

messaging
* From, respectively, Synergy 2Q’05, Frost & Sullivan ‘04, InfoTech ’05, MZA ‘03, InStat/MDR‘03, Radicati ‘04, InfoTech ‘05
Universal Queue – “You’ve Got Mail,”
Calls or Need to Chat? Here Are Some Solutions!
Communication
Manager
Work Item
Routed to Agent
Voice
Work Item
Email
Requests
Web Chat
Media Routed to
Agent Desktop
Media Director
Outbound
Content of presentation
Inbound
Outbound
Utility for supervisor and agent
Reporting
Integrations
Part I : CCE – Inbound
Contact Center Express Desktop Workspace
Contact Center Express Desktop User
User Plugin
provides Agent
control with
reason codes
•Login and Out
•Workmodes
AuxWork,
AfterCallWork
and Available
modes
•User Plugin
provides Device
control
•Message Wait
Indicator
•Call Forward
•Send All Calls
Contact Center Express Desktop User
Available
Message WI
After Call
Call Forward
Aux Work
Login/out Send all calls
Reason Codes
Telephony Feature
Telephone functions normally achieved by pressing buttons on the telephone

are accessed through keystrokes or mouse clicks. With ContactCenter Express
Desktop, you can:
– Make a call
– Answer a call
– End a call
– Hold a call
– Divert calls
– Send DTMF tones
– Transfer a call
– Conference a call with up to six members
– Drop yourself or another party from a conference call
– Forward all incoming calls to voicemail or another extension
Refer to CCE Desktop Telephony Feature.pdf
Session Notes
Session Notes: record notes to help you with your day-to-day work
•These are agent

specific notes that
may be used in
place of post-it
notes and other
pieces of paper.
•Session notes will
be able to copied
and pasted into
workitems or used
to make phone calls
from a right click
menu.
•Session Note are
may be auto saved
Session Notes
What are Session Notes?

Use Session Notes
Refer to CCE Desktop - Section Notes.pdf
Directory
What is the Directory?

Navigate Table
Display Entire Directory
Searching Overview
Search for Name
Search for Phone Number
Add Contact
Edit Contact
Delete Contact
Open/Edit MS CRM Accounts & Contacts
Refer to CCE Deskstop - Directory .pdf
Multimedia
Process Email Work Items

Process Preview Contact Work Items
Process Web Chat Work Items
Process MSN Messenger Work Items
Process AOL-ICQ Instant Messenger Work Items
Process Short Message Service Work Items
Process MS CRM Activities
Refer to CCE Desktop - Multimedia WorkItem.pdf
CCE – Multi Channel – Web Chat
CCE Web Chat’s based on Ajax: No applet, no ActiveX, no Delay.
CCE –Multi Channel – Web Chat
CCE – Multi Channel – MSN Messenger
CCE – Multi Channel – MSN Messenger
CCE – Multi Channel – SMS
CCE – Multi Channel – SMS
CCE – Multi Channel – Email
•Workitems
themselves are
delivered as a
tabbed document
window.
•Workitem types are
Voice, Email,
Preview Contact
and Simple
Messaging
CCE – Multi Channel – Email
•Once the call has

been answered
the appropriate
workitem plugin
capabilities are
enabled.
•In this case the
email capabilities
are:
•Close email
•Reply to sender
•Reply to all
•Forward
•Forward to SME
•Suspend
•Send
•Attach File
Contact Center Express Desktop AutoText Plugin
•The AutoText plugin
will insert predefined
text.
• The text may be
grouped and contain
sub topics.
•Each different group
of text may be
assigned to different
workitem types such
as an email account or
Preview Contact
campaign.
•The text is stored in
the ASMediaStore
database and
administered through
Application
Management.
Contact Center Express Desktop Work Code
•Work Codes
enable the agent to
apply a disposition
to the workitem.
•The source of
Work Codes is the
same as Auto Text
for Multimedia
channels and
a .csv file for voice
calls.
•Work Code
information is
written back to the
ASmediaStore
database.
Part II : CCE – Outbound
CCE – Outbound - Preview Contact
Preview contact Distributes a customer record to an agent so that
the agent can initiate contact with the customer by phone.
Campaign:
– Is task to contact a group of contacts
– Start at a certain date/time
– Run until another date/time
– Run over multiple time periods and may be recursive
Proactive Customer Care
•Mrs. Johnson,
•We’d like to tell you about
our new program for growing
businesses like yours . . .
• Campaign
•Administrator
•Mr. Smith,
•We’ve recently mailed your
first statement. Do you have
any questions?
•Media
•Director
Proactive Customer Care
CCE – Outbound - Preview Contact
Part III : CCE – Utility
CCE – Utility for supervisor and agent
Plug – in Architecture : Host every needed program to support

agent on just one Screen
•The External
Application is a
plugin that allows
another application
to be hosted within
the GUI Host
application e.g.
Internet Explorer
•This can include a

command line e.g. a
URL for the browser
to open to an
intranet page as
opposed to normal
default page.
Presence window: allow an agent to monitor the telephone activity

of other call center agents or staff they work closely with
Refer to CCE Desktop - Presence.pdf
History Window: view or change information in an old work item

related to your current customer.
Supervisor application: allows contact center supervisors to
monitor the call activity of a group of ten or less agents.
See an agent's request for help.
Join a call as
– Observer: the supervisor can hear the conversation but the
agent and customer cannot hear the supervisor
– Coach : only the agent can hear and talk to the supervisor
– Participant : the agent and customer can hear and talk to the
supervisor
view statistics on the average length of time an agent is spending
in After Call Work (ACW) and Available modes
View statistics on the number of calls the agent has

taken
Send text-based messages to agents
send call-related data to the Interaction Data Server -
Voice and Presence and agents
Part IV : CCE – Reporting
CCE – Reporting
Allow you to visually record the computer telephony activity of
your Contact Center Express environment
Real-time Agent: A report of current data on any number of agents
in your contact center
Real-time Device: A report of current data on any number of
devices (stations) in your contact center
Real-time VDN: A report of current data on any number of VDNs in
your contact center
Historical Agent: A report of historical data on a single agent in
your contact center
Historical Customer: A report of historical data on a customer who
uses your contact center.
CCE – Reporting
CCE – Reporting
CCE – Reporting
Part V : CCE – Integrations
The Extended Contact Center
Connecting and Simplifying Customer Service
Voice and
IP Telephony Multi-location
IP Telephony
E-mail CRM and Enterprise

Applications
Web Multivendor
Multichannel
Remote Agents
CCE – Integration
Knowledge management : to support valuable information for agent.
CCE – Integration
Customer Relationship Management
Communications for
Competitive Advantage
•Embedding
communications into the
fabric of the enterprise.
Making
• … people more productive
• … processes more intelligent
• … customers more satisfied
•Solutions that integrate with

and enhance any network
•THANK YOU!
Questions?
Preview contact
back
Email
back
Utility - Agent
back
Utility - Agent
back
Utility Supervisor
back
Report
back

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Avaya Contact Center Express Solutions

 Avaya PBX - ACD

Microsoft Windows-based software suite

Turn one-dimension call centers into powerful multi-

Multimedia Channel: phone, email, text or instant

Login/out Send all calls

Telephone functions normally achieved by pressing buttons on the telephone

•These are agent

What are Session Notes?

What is the Directory?

Process Email Work Items

•Once the call has

Plug – in Architecture : Host every needed program to support

•This can include a

Presence window: allow an agent to monitor the telephone activity

Refer to CCE Desktop - Presence.pdf

History Window: view or change information in an old work item

View statistics on the number of calls the agent has

E-mail CRM and Enterprise

Knowledge management : to support valuable information for agent.

•Solutions that integrate with

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