TELISCA 1/6

Cisco Unified Contact Center Enterprise Cisco Unified Contact Center Express

tel isca references and solutions

R e f e r e n c e : 1 1 0 2 1 0

sales@telisca.com Tél : +33 (0)9 53 77 21 57

www.telisca.com

14/02/11 Page 2 sur 6

1 Introduction telisca is a developer and engineering company based in France dedicated to Cisco

telephony and Call Center APIs expertise. telisca develops products and solutions based on CTI applications. We have experienced

developers on JTAPI (CUCM) and CTIOS (UCCE). telisca has worked actively for large Unified Contact Center Enterprise projects including

CTIOS development. These projects are described hereafter. telisca also extends the capabilities of Unified Contact Center Express with products such

as Desktop Popup and Callback Server. Finaly telisca has recently finalized a specific call center like application for specific

customer needs called IPS Smart Pickup group.

2 UCCE / CTIOS references

2.1 IP Phone based (XML) agent client

This solution has been developed for a French Bank requiring an easy to deploy solution for

new inbound and outbound campaign with specific bank oriented features. The agent’s user

experience is based on the IP Phone XML screen. It uses screen popup, menus and icons to show current status.

Features supported include :

Login

Logout

Agent status (with icons)

Control after call work/not available

Inbound /outbound Popup

Dial outbound calls

Transfer to pre-defined destinations

Conference calls

Agent and skill group statistics

Control Nice recorder

This application is running on fault tolerant servers with a load balancer.

2.2 Interface Remedy ARS avec UCCE

This development provides features for Remedy ARS to integrate in UCCE environment:

Server XML A

CTIOS A CTIOS B

Server XML B

IP Phone Administration

CCXA Web Service

http

Tcp

Enregistreur

Load balancer

PRIMARY

BACKUP

URL Services

14/02/11 Page 3 sur 6

Login

Logout

Agent status control

Inbound Popup

Dial outbound calls

Transfer

Statistics

Remedy ARS communicate in both directions with UCCE through a CTIOS gateway

developed by telisca.

2.3 Java Agent and Supervisor desktop

Telisca has developed a full feature Agent Desktop and Supervisor Desktop for UCCE. This

Java based program runs on Linux desktop and is used in the call centers of French

telephony provider.

The following features are available: Login

Logout

Extension mobility support

Agent status and control

Outbound call

Transfer

Conference

Agent statistics

Skill group statistic (including a statistic server)

3 UCCX solutions Two telisca products provide solutions in UCCX environment:

- Desktop Popup, - Callback Server.

3.1 Desktop Popup

Desktop Popup can be used in a CUCM Line Group environment or beside UCCX Agent

Desktop to provide a popup for direct calls.

3.1.1 Overview and architecture Desktop Popup is a Popup solution (caller information popup), interfaced with Cisco Unified

Communications Manager. It makes it possible to search a customer contact, on incoming call, based on the calling number, in a Web based or rich client CRM.

Desktop Popup is connected to telisca CTI Server, which is connected to Cisco CTI Manager via JTAPI.

Desktop Popup also makes it possible to dial and hang up from the IP Phone monitored by

Desktop Popup. This is useful to add CTI integration to a CRM application.

ARS RemedyPasserelle

CTIOS(telisca)

ServeurCTIOS

Cisco UCCE

TCP42028

HTTP:8080

HTTP:80

Serveur ARS

14/02/11 Page 4 sur 6

Desktop Popup starts automatically at the beginning of the Windows session and is

connected to the CTI server by a HTTP request. This request remains on standby until a new telephony event or a time-out. This connection is accepted by firewalls and proxies.

- Desktop Popup can be installed locally on PC or executed from a network driver.

- Desktop Popup supports fixed mode or extended mobility mode (user log on IP Phone).

3.1.2 Web based application integration - On ringing, answer or dialing event Desktop Popup get an event with formatted calling

party number. It calls the browsed with a defined URL on which the calling party

number have been added.

- Depending on configuration, Desktop Popup can directly open browser windows or ask for validation.

- Depending on configuration, recent calls can be listed and selected to popup on a previous call.

3.1.3 UCCX compatibility Desktop Popup can be executed side by side with UCCX Agent Desktop. It can be usefull for direct calls not handled by UCCX.

3.1.4 Administration and installation Desktop Popup server configuration can be defined using a Web based interface.

IPS Framework, CTI Server ASP.Net, IIS, JRE

Win 2003 Cisco

CTI Manager

IP Phone Desktop Popup

AXL SOAP JTAPI

http

14/02/11 Page 5 sur 6

Several Desktop Popup client instances can run simultaneously on a Citrix Server. Desktop Popup run on Microsoft .Net 1.1, 2.0, 3.x or 4.x. Desktop Popup UI is available in English

and French.

3.2 Callback Server

Callback server handles outbound calls with specific attention to personal and skill group

callbacks. The goal is to manage the priority within callbacks and to be able to guarantee callbacks are executed at specific time of day.

Callbacks server can be interface with an IVR script, a Web callback interface, the UCCE

Agent Desktop and the UCCX Agent Desktop in the integrated browser.

The Callback Server can provide the contacts to the agent, when he requires it and then

handle dialing and recycling. With the Media Blending option the callback server can generate inbound calls to a skill group and transfer to the required contact.

3.2.1 Agent web client to program a callback The web programming form can be displayed in the embedded Agent Desktop browser. It is filled with 'system and enterprise data' available.

The agent can enter additional contact information and the type of callback (skill group /

personal, average or accurate date/time). After selecting the day, the agent can browse the

skill group availability (closed, available, average, too busy) by ¼ hours.

3.2.2 Contact form to callback The agent may require a callback or get one automatically, - When status is ‘Not Ready’, by pressing a button,

- Automatically on a timer in after call work status. This mode is necessary to be able to

handle personal callbacks at accurate date/time.

The contact form to call back is displayed in a in the Agent Desktop embedded browser. It contains all contacts information available as well as the history of previous callback.

The agent can dial from the form and classify the call :

Terminated

Wrong number

No answer

Busy

Personal or skill group callback.

3.3 IVR Callback

The IVR script calls an http method to set a callback. Required parameters are: list, skill

group, number to dial, date and time.

The http request returns a code to accept of refuse the callback. The date and time is checked compared to skill group opening hours and the number to dial is checked against

the authorized and forbidden phone number prefixes defined.

3.4 Web Callback

14/02/11 Page 6 sur 6

The IVR script calls an http method to set a callback. Required parameters are: list, skill group, number to dial, date and time. Additional contact information (name, company,

customer code, …) can be added to provide more information to the agent.

The http request returns a code to accept of refuse the callback. The date and time is

checked compared to call center opening hours and the number to dial is checked against the authorized and forbidden phone number prefixes defined.

Another http method provides the skill group availability by ¼ hours (closed, free, average,

and too busy).

3.5 Administration

The web based administration handles:

- List and skill group definition, - Load of lists (from text file),

- Callback count by ¼ hours,

- Callback export, - Callback statistics,