Upload
eduardo-pereira-da-silva
View
220
Download
0
Embed Size (px)
Citation preview
8/19/2019 Contact Center Distribution Overview
1/34
Contact Center Distribution Overview
Alcatel OmniTouch Contact Center
8/19/2019 Contact Center Distribution Overview
2/34
Contact Center Distribution Overview
Generalities
CCd is a complete solution built into the Alcatel OmniPCX Enterprise
A call distribution system designed to be:
Flexible
Contact center architecture (pilots, processing groups, agents, call routing
rules..) is taken into account according to the customer needs
Comprehensive
CCs software allows to control, to manage, to visualize and to display statisticsconcerning the whole CCd matrix
Open modular architecture to fit into a complete ”Call Center"
solution. Possible integration with:
CCivr
I.A.A
Voice mail…
8/19/2019 Contact Center Distribution Overview
3/34
Contact Center Distribution Overview
Generalities
Architecture
Supervisor's workstationOmniVista 4760
CCa client
-CTI platform-CCa server
LANLAN
Agent set
8/19/2019 Contact Center Distribution Overview
4/34
Contact Center Distribution Overview
Generalities
Sophisticated call handling
Routing & distribution
Call parking
Voice guides
Greeting voice guide
Parking voice guide
Blockage voice guide
General forwarding voice guide…
Management and supervision are integrated into the CCs application
A lot of available ACD agents features:
Withdraw, wrap-up, supervisor call, discrete listening, call hold…
8/19/2019 Contact Center Distribution Overview
5/34
Contact Center Distribution Overview
Agent set
Agent and supervisor sets
In a processing group, there are two different types of sets:
Supervisor set which can supervise several processing groups and can itself be
part of a processing group as an agent
Agents sets
Extension types
Agent: Analog, 4003, 4004, 4035, 4037 (4035 & TSC-IP)
Supervisor: 4035, 4037 (4035 & TSC-IP)
8/19/2019 Contact Center Distribution Overview
6/34
Contact Center Distribution Overview
Agent set
The log-on procedure allows an agent to inform the CCd system of his
physical presence on a workstation and as a result to ask for
acceptance in the call distribution mechanism handled by the CCd
system
-
Agent processing group Agent set(or supervisor) « ACD authorized » set
1 2
8/19/2019 Contact Center Distribution Overview
7/34
Contact Center Distribution Overview
Call flows - Overview
Call flowsincoming calls
ResourcesResources
MAO
agent groups C C i v r
E x t e r
n a l
r o u t i n
g
f o r w a
r d i n g
v o i c e
g u i d e
outgoing calls
8/19/2019 Contact Center Distribution Overview
8/34
Contact Center Distribution Overview
Call flows
The CCdistribution principle is based on a matrix
Pilots
Processing groups ( Resources )
Mutual AidMutual Aid
CallCall
routing routing
CallCallDistribution Distribution
Waiting Waitingqueuequeue
DissuasionDissuasion
8/19/2019 Contact Center Distribution Overview
9/34
queues Resources (PG)Called departments
(pilots)
call distribution
priorities Longest idletime (load) resource availability
Call routing
priorities expected waiting times
Contact Center Distribution Overview
Call flows - Concept
Calls flows: how does it work?
8/19/2019 Contact Center Distribution Overview
10/34
Contact Center Distribution Overview
CCd matrix description
The CCd matrix is made up of:
Pilots which are the CCd matrix entry points
Use DID numbers and can correspond to a department phone number in acompany
Waiting queues
Normal waiting queue
Dissuasion waiting queue (also called redirection w.q)
Mutual aid waiting queue (also called intelligent overflow w.q)
Processing groups
Agent processing group
Voice guide processing group
Forward processing group
Rerouting processing group
IVR processing group
8/19/2019 Contact Center Distribution Overview
11/34
Contact Center Distribution Overview
CCd matrix description
Possible states of a pilot
The pilot can be in open state
Calls are connected to a welcome guide, then they are routed with or withoutqueuing
e.g.: ”welcome to Alcatel company .... ”
e.g.: ”hold the line please a agent will answer soon ”
The pilot can be in general forwarding state (closed) Pilot closed automatically by calendar, Pilot closed manually by a supervisor
action, switch on General Forwarding by agent action on his phone set
In that case, calls can be connected to a specific guide
e.g.: "our offices are open from 6.00am to 6.00pm, please call during opening hours"
The pilot can be in blocked state
Case: Accidental closure
Cause: Resources missing in the downstream processing group
In that case, calls can be connected to a specific guide
e.g.: "we are unable to attend to your call at the moment..."
8/19/2019 Contact Center Distribution Overview
12/34
Contact Center Distribution Overview
CCd matrix description
Queue characteristics
A Queue can
be shared among several Pilots (20 max) feed several Processing Groups (30 max)
Queued calls are served FIFO (First In/First Out)
Different types of waiting queue are available
Normal: parking device for calls received by a pilot, before being
distributed to the processing groups
Mutual aid: intelligent overflow by re-routing over the public or private
network onto another remote CCd or by re-direction onto an address (in the
local node)
Dissuasion: calls redirection using any processing group type (voice
8/19/2019 Contact Center Distribution Overview
13/34
Contact Center Distribution Overview
CCd matrix description
Possible states of the queue
Open
Not saturated
Saturated
Expected Waiting Time (EWT) > Maximum Waiting Time
Closed by CCs user
Blocked Downstream resources
are not guaranteed
( All agents are logged-off or in withdrawal )
Maximum Waiting Time
8/19/2019 Contact Center Distribution Overview
14/34
Contact Center Distribution Overview
CCd matrix description
Different types of processing group are available
Agent processing group
Made up of agent or supervisor sets
Forward processing group (on-pcx number)
Attendant, voice mail, normal sets…
Voice guides Voice guide broadcast (duration, V.G #)
Rerouting processing group
Rerouting to the ABC network Rerouting to public networks
I.V.R processing group
Connection to the CCivr application
8/19/2019 Contact Center Distribution Overview
15/34
Contact Center Distribution Overview
CCd matrix description
Queue / Processing group compatibility
The following table gives the possible association between a queue type and
a processing group type
XVoice Guide PG
XXRerouting PG
XXForward PG
XXIVR PG
XXAgents P.G
Dissuasion W.Q Mutual aid W.Q Normal W.Q
8/19/2019 Contact Center Distribution Overview
16/34
Contact Center Distribution Overview
Call routing rule
Call routing rule
A routing rule has to be managed in order to associate each pilot with
waiting queues (20 max)
C a l l R
o u t i n
g
Pilots
Waiting Queues
Aim:Open directions from
Pilots to Waiting Queues
8/19/2019 Contact Center Distribution Overview
17/34
Contact Center Distribution Overview
Call routing rule
Call routing rule according to the pilot state
A specific call treatment can be done
Depending of 3 states of the pilot (Open/Closed/Blocked) Via routing rules and calendar management
With dedicated set of voice guides (greeting, waiting,...)
The routing directions choice, between waiting queues (20 max), is doneaccording to priorities or according to
Expected Waiting Time (in case of same priorities)
Priorities value is from 0 to 9
0 is the highest priority
9 is the lowest priority
8/19/2019 Contact Center Distribution Overview
18/34
Contact Center Distribution Overview
Call routing rule
Routing rules
Open / close a waiting queue direction
According to pilot state
Greeting Voice Guide
6 Parking levels
Voice Guide
Address: IAA or IVR in Queue
EWT table: IAA or IVR in Queue
(according to Expected Waiting Time)
Directions characteristics
Open/closed
Priorities
Rule 0:Presentation voice guideParking Levels 1,2,3,4,5,6
C l o s e d
P0
P1
P9
8/19/2019 Contact Center Distribution Overview
19/34
Contact Center Distribution Overview
Call routing rule
Call routing rule principle (with different priorities)
The next direction (priority=1) will be used in case of congestion
(saturation) of the waiting queue
P1
P2
P0
Selection of a Waiting Queueaccording to thehighest priority
8/19/2019 Contact Center Distribution Overview
20/34
Contact Center Distribution Overview
Call routing rule
Call routing rule principle (in case of queue congestion)
A normal waiting queue has a “Maximum Waiting Time” which defines the
capacity of the queue
An “Expected Waiting Time” is calculated by the system, and is equal to:
EWT = Average wait x (Nb of calls in queue + 1)
The “Average waiting time” is calculated by the system over the TSP
(traffic sampling period) which is defined for each waiting queue
8/19/2019 Contact Center Distribution Overview
21/34
Contact Center Distribution Overview
Call routing rule
Call routing rule principle (in case of queue congestion)
Queue saturation means
Expected waiting time > Maximum waiting time
P1
P10
Dissuasion mechanism Dissuasion towards avoice guide in case of
queue congestion
Waiting Queue Saturated
8/19/2019 Contact Center Distribution Overview
22/34
Contact Center Distribution Overview
Call routing rule
Call routing rule principle (with equal priorities)
At equal priorities, the call is routed according to the lowest expected
waiting time calculated by the system
P0
P1
P0
Expected waiting time:Expected waiting time:00:4000:40
expected waiting time:expected waiting time:00:2000:20
8/19/2019 Contact Center Distribution Overview
23/34
Contact Center Distribution Overview
Call routing rule
Voice guides in a normal waiting queue
Voice guides are assigned to a pilot rule (30 rules/pilot) and are sent on
the pilot whatever the direction
There are 6 parking levels in a waiting queue
Voice Guides could be cut in case of downstream resource freeing
Voice Guides are played according to pilot status
Greetingmessage
parkingmessage n°1
parkingmessage n°2
parkingmessage n°6
8/19/2019 Contact Center Distribution Overview
24/34
Contact Center Distribution Overview
Call distribution rule
Call distribution rule
Call distribution rule determines the distribution of the calls from the head
of the queue to the processing groups
A queue can have up to 30 possible distribution directions
The compatibility between the typology of a queue and that of a processing
group is handled by the system
Two types of complementary call distribution can be implemented:
"Resource selection", which searches for a processing group for a call that has
just been parked in a free queue. This type of distribution applies to all
processing group types
"Call selection" when a processing group resource becomes available for
processing a new call, and which will search for a waiting call at the head of a
queue. This type of distribution only applies to the agent processing group
8/19/2019 Contact Center Distribution Overview
25/34
Contact Center Distribution Overview
Call distribution rule
RESOURCES SELECTION
The processing group is available (at least one resource is available)
The queue chooses the processing group
CALL SELECTION
All resources are busy
Call selection when a resource is ready
The system choose one of the calls at head of the queues
8/19/2019 Contact Center Distribution Overview
26/34
Contact Center Distribution Overview
Call distribution rule
In case of resources selection
In order to route a call from a waiting queue to a processing group, the
system checks:
The priorities (from 0 to 9)
At equal priorities, the Longest Idle Time ( LIT )
Maximum times of the free processing groups
In case of call selection
When a resource becomes available in a processing group (agent type), it
will attempt to take a call in a normal queue (only) and use the optimaldirection (maximum cost) in line with the following parameters:
Priorities (from 0 to 9)
At equal priorities, the Real waiting time
maximum waiting time of a call during the freeing of a resource
8/19/2019 Contact Center Distribution Overview
27/34
Contact Center Distribution Overview
Call distribution rule
Resources selection (with different priorities)
P2P0 P1
B u s y
8/19/2019 Contact Center Distribution Overview
28/34
Contact Center Distribution Overview
Call distribution rule
Resources selection (with equal priorities)
The LIT of the processing group is taken into account
P1
longest idle time
P0 P1
00:4000:40 00:3000:30
B u s
y
8/19/2019 Contact Center Distribution Overview
29/34
Contact Center Distribution Overview
Call distribution rule
Call selection (with different priorities)
P0
A resource becomesavailable
P2
P1
No calls
8/19/2019 Contact Center Distribution Overview
30/34
Contact Center Distribution Overview
Call distribution rule
Call selection (with equal priorities)
The highest Real Waiting Time of the calls is taken into account
P0
A resource becomesavailable
P1
P1real waitingtime
00:4000:40
00:3000:30
No calls
8/19/2019 Contact Center Distribution Overview
31/34
Contact Center Distribution Overview
Call distribution rule
Minimum waiting time threshold
All calls that have waited longer than this can be distributed by this
direction
This parameter is predominant for call selection
A resource becomes A resource becomes
availableavailable
Closed because ofthe threshold
(threshold =10s)
Open(threshold=20s)
Real waiting time < Distribution threshold
00:09
00:22
Real waiting time > Distribution threshold
Real WaitingTime in queue
2
1*
*
8/19/2019 Contact Center Distribution Overview
32/34
Contact Center Distribution Overview
Agent selection
Choice of agent in the group
When the processing group has been selected by call distribution, you must
choose a resource in this processing group
In an agent type processing group, 3 possibilities are available for selecting
the agent in the group:
Sequential search mode Cyclic search mode
Longest time-out search mode
For each agent processing group, it’s possible to manage:
Ring rotation timer
Overflow on no reply (after a timer, overflow to a directory number)
8/19/2019 Contact Center Distribution Overview
33/34
Contact Center Distribution Overview
Call handling – Capacities and limits
Limits of CCd version 6.x
Number of pilots1200
Number of queues 200 Number of processing groups 150
Number of agents supported 1000
Number of agents logged on 1000
Number of agents logged on/processing group 100 Number of queues/pilot20
Number of processing groups/queue 30
Number of supervisors/system 60
Number of supervisors/group 10 Number of digits in transaction code 15
Number of digits in Business code 3
8/19/2019 Contact Center Distribution Overview
34/34