Mitel Contact Center Solutions

wakefulchardDéveloppement de logiciels

17 févr. 2014 (il y a 3 années et 5 mois)

472 vue(s)

Mitel Contact Center Solutions

Contact Center Screen Pop Scenarios

and Development using the CTI toolkit

2/17/2014

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2

Contact Center Solutions

Screen pop scenarios


The following slides provide examples of screen pop scenarios that


Show customer profiling using screen pop


Use Contact Center Solutions applications with Contact Center PhoneSet
Manager and Contact Center Screen Pop


Incorporate the CTI Developer Toolkit (server and client) to provide
screen pops on agent desktops


In the Contact Center Screen Pop client


In a custom screen pop made using the toolkit


In third
-
party applications

2/17/2014

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3

Contact Center Solutions

Requirements


If you are using all Mitel Contact Center Solutions and Call Accounting
applications, for example, Intelligent Queue and Contact Center Screen Pop,
no DLL licenses are required


If you are passing on data from a third
-
party IVR and using Contact Center
Screen Pop, only the CTI Developer Toolkit sever side DLL is required


If you are passing on data from a third
-
party IVR and using a third
-
party
screen pop client, then the CTI Developer Toolkit server side and client side
DLLs are required


If you are passing on data from Intelligent Queue and using a third
-
party
screen pop client, then only the CTI Developer Toolkit client side DLL is
required. One client DLL license is required for each third
-
party screen pop
user

2/17/2014

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4

Voice

Email

Chat

Fax

SMS

Contact Center Solutions

server including:


Contact Center Management


Interactive Visual Queue


Intelligent Queue


Multimedia Contact Center


Contact Center Scheduling

Back office servers


Primary Domain Controller


Corporate email server


LCS


Fax application server


CRM

Agent 1

Agent 2

Agent 3

Agent Group

Supervisor

3300 ICP

IVR intelligent routes to

ACD Queue 2
(for Silver
-
priority
customers)

Fred Davis

Customer level: Silver

Last agent: Frank

Last media: Voice

A/c status: Pd in full

Phone: 613
-
555
-
0130

IVR CRM Lookup


Fred Davis

Customer level: Silver

Last agent: Frank

Last media: Voice

A/c status: Pd in full

Phone: 613
-
555
-
0130

Customer profiling example

2/17/2014

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5

Voice

Email

Chat

Fax

SMS

Contact Center Solutions

server including:


Contact Center Management


Interactive Visual Queue


Intelligent Queue


Multimedia Contact Center


Contact Center Scheduling

Back office servers


Primary Domain Controller


Corporate email server


LCS


Fax application server


CRM

Agent 1

Agent 2

Agent 3

Agent Group

Supervisor

3300 ICP

Queue 2
(for Silver
-
priority customers)

Fred Davis

Customer level: Silver

Last agent: Frank

Last media: Voice

A/c status: Pd in full

Phone: 613
-
555
-
0130

Interactive Visual
Queue

monitor


Fred Davis

Queue 2
-

Silver

Customer level: Silver

Last agent: Frank

Last media: Voice

A/c status: Pd in full

Phone: 613
-
555
-
0130

Queue 1:
Gold

Queue 1

(for Gold
-
priority customers)

Customer profiling example

2/17/2014

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6

Voice

Email

Chat

Fax

SMS

Contact Center Solutions

server including:


Contact Center Management


Interactive Visual Queue


Intelligent Queue


Multimedia Contact Center


Contact Center Scheduling

Agent 1

Agent 2

Agent 3

Agent Group

Supervisor

3300 ICP

Back office servers


Primary Domain Controller


Corporate email server


LCS


Fax application server


CRM

CRM Screen pop

Fred Davis

Customer level: Silver

Last agent: Frank

Last media: Voice

A/c status: Pd in full

Phone: 613
-
555
-
0130


Queue 1
(for Gold
-
priority customers)

Fred Davis

Customer level: Silver

Last agent: Frank

Last media: Voice

A/c status: Pd in full

Phone: 613
-
555
-
0130

Interactive Visual
Queue

monitor


Fred Davis

Queue 2
-

Silver

Customer level: Silver

Last agent: Frank

Last media: Voice

A/c status: Pd in full

Phone: 613
-
555
-
0130

Customer profiling example

2/17/2014

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7

Contact Center Screen Pop

Example 1: Screen pop based on ANI/DNIS using a third
-
party CRM


In this example, the customer


Is using either Microsoft Dynamics CRM or Salesforce.com for their customer
relationship management database


Wants to provide screen pops to agents based on the ANI/DNIS from their service
provider (PSTN)


Will use Mitel Contact Center PhoneSet Manager, Mitel Contact Center Screen
Pop, and one of the two Mitel CRM connectors


Requirements


Contact Center Management


Contact Center PhoneSet Manager


Contact Center Screen Pop


Either the Mitel Microsoft Dynamics CRM or Mitel Salesforce.com connector


NOTE: If the customer is using a different CRM database and requires screen pop
functionality, Mitel can provide professional services to create a customized CRM
connector as a billable service

2/17/2014

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8

PSTN

LAN

Required:

Contact Center Management Base software (51003274)

Contact Center PhoneSet Manager (54002635)

Contact Center Screen Pop (51011582)

CRM connector (51011587)


Contact Center
Management
Enterprise
Server


ACD Agent

3300 ICP ACD controller

CRM database



Contact Center Screen Pop


Example 1: Screen pop based on ANI/DNIS using a third
-
party CRM

2/17/2014

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9

Contact Center Screen Pop

Example 2: Screen pop based on Intelligent Queue collected digits using a third
-
party CRM


In this example, the customer


Is using either Microsoft Dynamics CRM or Salesforce.com for their customer
relationship management database


Wants to provide screen pops to agents based on Collect Caller Entered Digits
from Intelligent Queue


Will use PhoneSet Manager, Contact Center Screen Pop, and one of the two CRM
connectors


Requirements


Contact Center Management


Intelligent Queue with Collect Caller Entered Digits


Contact Center PhoneSet Manager


Contact Center Screen Pop


Either the Microsoft Dynamics CRM or Salesforce.com connector

2/17/2014

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10

PSTN

LAN

Required:

Contact Center Management Base software (51003274)

Intelligent Queue Base software (54002632)

Intelligent Queue Collect Caller Entered Digits (54002619)

Contact Center PhoneSet Manager (54002635)

Contact Center Screen Pop (51011582)

CRM connector (51011587)


ACD Agent

Intelligent
Queue Server

3300 ICP ACD

Controller

CRM database



Contact Center
Management
Enterprise
Server


Contact Center Screen Pop


Example 2: Screen pop based on Intelligent Queue collected digits using a third
-
party CRM

2/17/2014

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11

Contact Center Screen Pop

Example 3: Third
-
party screen pop based on ANI/DNIS


In this example, the customer


Is using a CRM database


Wants to provide screen pops to agents based on ANI/DNIS collected from their
service provider (PSTN)


Wants to integrate with their own third
-
party screen pop application


Requirements


Contact Center Management


CTI Developer Toolkit
-

client license (5 pack)

2/17/2014

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12

PSTN

LAN

Required:

Contact Center Management Base software (51003274)

CTI Developer Toolkit


client (5 pack)
--

one license for every
five clients (51012491)

Contact Center
Management
Enterprise
Server


ACD Agent

3300 ICP ACD

Controller

CRM database



Contact Center Screen Pop

Example 3: Third
-
party screen pop based on ANI/DNIS

2/17/2014

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13

Contact Center Screen Pop

Example 4: Third
-
party screen pop based on Intelligent Queue Collect Caller
Entered Digits


In this example, the customer


Is using a CRM database


Wants to provide third
-
party screen pops to agents based on Intelligent Queue
Collect Caller Entered Digits


Will integrate their third
-
party client screen pop application with the CTI Developer
Toolkit
-

client


Requirements


Contact Center Management


Intelligent Queue with Collect Caller Entered Digits


CTI Developer Toolkit
-

client license (5 pack)

2/17/2014

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14

PSTN

LAN

Required:

Contact Center Management Base software (51003274)

Intelligent Queue Base software (54002632)

Intelligent Queue Collect Caller Entered Digits (54002619)

CTI Developer Toolkit


client (5 pack)
--

one license for every five
clients (51012491)

ACD Agent

Intelligent
Queue Server

3300 ICP ACD

Controller

CRM database



Contact Center
Management
Enterprise
Server


Contact Center Screen Pop

Example 4: Third
-
party screen pop based on Intelligent Queue Collect Caller
Entered Digits

2/17/2014

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15

Contact Center Screen Pop

Example 5: Third
-
party screen pop based on third
-
party IVR collected digits


In this example, the customer


Is using a CRM database


Wants to provide third
-
party screen pops to agents based on collected digits from
a third
-
party IVR


Will integrate their third
-
party client screen pop application and third
-
party IVR
with the CTI Developer Toolkit
-

client and server


Requirements


Contact Center Management


CTI Developer Toolkit
-

server license


CTI Developer Toolkit
-

client license (5 pack)

2/17/2014

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16

PSTN

LAN

Required:

Contact Center Management Base software (51003274)

CTI Developer Toolkit


server (51012492)

CTI Developer Toolkit


client (5 pack)
--

one license for every
five clients (51012491)

Contact Center
Management
Enterprise
Server

ACD Agent

Third
-
party IVR

3300 ICP ACD

Controller

CRM database



Contact Center Screen Pop

Example 5: Third
-
party screen pop based on third
-
party IVR collected digits

2/17/2014

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17

Contact Center Screen Pop

Example 6: Screen pop based on third
-
party IVR collected digits


In this example, the customer


Is using a CRM database


Wants to provide third
-
party screen pops to agents based on collected
digits from a third
-
party IVR


Will integrate their third
-
party IVR collected digits with Contact Center
PhoneSet Manager, Contact Center Screen Pop, and the CTI Developer
Toolkit
-

server


Requirements


Contact Center Management


Contact Center PhoneSet Manager


Contact Center Screen Pop


CTI Developer Toolkit
-

server license

2/17/2014

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18

PSTN

LAN

Required:

Contact Center Management Base software (51003274)

CTI Developer Toolkit
-

server (51012492)

Contact Center PhoneSet Manager (54002634)

Contact Center Screen Pop (51011582)

Contac Center
Management
Enterprise
Server

ACD Agent

Third
-
party IVR

3300 ICP ACD

Controller

CRM database



Contact Center Screen Pop

Example 6: Contact Center Screen Pop based on third
-
party IVR collected digits

2/17/2014

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19

Call Accounting for Non
-
Contact Center Environments


Screen pop scenarios


Screen Pop for non
-
contact center environments uses Call
Accounting base software


The following slides provide examples of screen pop scenarios that


Use Mitel Call Accounting with Contact Center PhoneSet Manager and
Contact Center Screen Pop


Incorporate CTI Developer Toolkit
-

server and client with third
-
party
applications to provide screen pops on agent desktops

2/17/2014

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20

Call Accounting with Screen Pop

Example 7: Screen pop in a non
-
contact center environment based on ANI/DNIS


In this example, the customer


Is using either Microsoft Dynamics CRM or Salesforce.com for their CRM
database


Wants to provide screen pops based on ANI/DNIS collected from their
service provider (PSTN)


Will use Contact Center PhoneSet Manager, Contact Center Screen Pop,
and one of the two CRM connectors


Requirements


Call Accounting


Contact Center PhoneSet Manager


Contact Center Screen Pop


Either the Microsoft Dynamics CRM or Salesforce.com connector


NOTE: If the customer is using a different CRM database and requires screen pop
functionality, Mitel can provide professional services to create a customized CRM
connector, as a billable service


2/17/2014

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21

PSTN

LAN

Required:

Call Accounting Base software (51008014)

Contact Center PhoneSet Manager (54002634)

Contact Center Screen Pop (51011582)

Salesforce.com connector (51011588) Or MS CRM
Connector (51011587)

Call Accounting
Enterprise
Server


Employee

3300 ICP ACD

Controller

CRM database



Call Accounting with Screen Pop

Example 7: Screen pop in a non
-
contact center environment based on ANI/DNIS

2/17/2014

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22

Call Accounting with Screen Pop

Example 8: Third
-
party screen pop in a non
-
contact center environment based on
ANI/DNIS


In this example, the customer


Is using a CRM database


Wants to provide third
-
party screen pops based on ANI/DNIS collected
from their service provider (PSTN)


Will integrate their own client screen pop application using the CTI
Developer Toolkit
-

client


Requirements


Call Accounting


CTI Developer Toolkit
-

client license (5 pack)


2/17/2014

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23

PSTN

LAN

Required:

Call Accounting Base software (51008014)


CTI Developer Toolkit


client (5 pack)


one license for every five
clients (51012491)

Employee

3300 ICP ACD

Controller

CRM database



Call Accounting
Enterprise
Server


Call Accounting with Screen Pop

Example 8: Third
-
party screen pop in a non
-
contact center environment based on
ANI/DNIS

2/17/2014

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24

Call Accounting with Screen Pop

Example 9: Third
-
party screen pop in a non
-
contact center environment based on
third
-
party IVR data


In this example, the customer


Is using a CRM database


Wants to provide third
-
party screen pops based on data from a third
-
party IVR


Will integrate their own third
-
party IVR and client screen pop using both
the CTI Developer Toolkit
-

server and client


Requirements


Call Accounting


CTI Developer Toolkit
-

server license


CTI Developer Toolkit
-

client license (5 pack)



2/17/2014

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25

PSTN

LAN

Required:

Call Accounting Base software (51008014)

CTI Developer Toolkit


server (51012492)

CTI Developer Toolkit


client (5 pack)


one license for every
five clients (51012491)

Employee

Third
-
party IVR

3300 ACD

Controller

CRM database



Call Accounting
Enterprise
Server


Call Accounting with Screen Pop

Example 9: Third
-
party screen pop in a non
-
contact center environment based on
third
-
party IVR data

2/17/2014

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26

Call Accounting with Screen Pop

Example 10: Screen pop in a non
-
contact center environment based on third
-
party
IVR collected digits


In this example, the customer


Is using a CRM database


Wants to provide client screen pops based on collected digits from a
third
-
party IVR


Will integrate their own third
-
party IVR with Contact Center Screen Pop,
Contact Center PhoneSet Manager, and the CTI Developer Toolkit
-

server


Requirements


Call Accounting


Contact Center PhoneSet Manager


Contact Center Screen Pop


CTI Developer Toolkit
-

server license


2/17/2014

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27

PSTN

LAN

Required:

Call Accounting Base software (51008014)

Contact CTI Developer Toolkit

server (51012492)

Contact Center PhoneSet Manager (54002634)

Contact Center Screen Pop (51011582)

Employee

Third
-
party IVR

3300 ICP ACD

Controller

CRM database



Call Accounting
Enterprise
Server


Call Accounting with Screen Pop

Example 10: Screen pop in a non
-
contact center environment based on third
-
party
IVR collected digits

2/17/2014

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28

Appendix A

Migrating Agent Portal to the CTI Developer Toolkit


The following slides provide examples of screen pop scenarios that


Previously used Mitel Agent Portal with custom integrations developed
by Mitel Professional Services


Use Contact Center Management or Call Accounting with Contact Center
PhoneSet Manager and Contact Center Screen Pop


Migrate to the CTI Developer Toolkit and integrate with third
-
party
applications to provide screen pops on agent desktops

2/17/2014

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29

Agent Portal Migration

Example 11: Screen pop based on ANI/DNIS

PSTN

LAN

Required:

Contact Center Management Base software to
replace Agent
Portal server
(51003274)

Agent Portal client to Contact Center PhoneSet

Manager/Screen Pop client (5 pack) per 5/clients (51012495)

Contact Center
Management
Enterprise
Server

ACD Agent

3300 ICP ACD

Controller

2/17/2014

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30







PSTN

LAN

Required

Contact Center Management Base software to
replace
Agent Portal server
(51003274)

Intelligent Queue Base software (54002632)

Intelligent Queue Collect Caller Entered Digits (54002619)

Agent Portal client to Contact Center PhoneSet

Manager/Screen Pop client (5 pack) (51012495)

Intelligent
Queue Server

3300 ICP ACD

Controller

Agent Portal Migration

Example 12: Screen pop based on Intelligent Queue Collect Caller Entered digits

ACD Agent

Contact Center
Management
Enterprise
Server

2/17/2014

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31

PSTN

LAN

Required:

Contact Center Management Base software to
replace Agent Portal (51003274)

Agent Portal client to Contact Center Screen Pop
API Client DLL (5 pack) per 5/clients (51012496)

Agent Portal Migration

Example 13: Screen pop based on ANI/DNIS and passing the information to a third
-
party screen pop client

3300 ICP ACD

Controller

Contact Center
Management
Enterprise
Server

ACD Agent

2/17/2014

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32

PSTN

LAN

Required:

Contact Center Management Base software to
replace Agent Portal (51003274)

Agent Portal to Contact Center Screen Pop API
server DLL(51012494)

Agent Portal client to Contact Center Screen Pop
API Client DLL (5 pack) (51012496)

Third
-
party IVR

3300 ICP ACD

Controller

Agent Portal Migration

Example 14: Screen pop based on caller entered digits or other data from a third
-
party IVR and passing the information to a third
-
party screen pop client

Contact Center
Management
Enterprise
Server

ACD Agent

2/17/2014

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33

3300 ICP ACD

Controller

PSTN

LAN

Required:

Contact Center Management Base software
to replace Agent Portal

(51003274)

Agent Portal to Contact Center Screen Pop
API server DLL (51012494)

Agent Portal client to Contact Center
PhoneSet Manager/Screen Pop client (5 pack)
(51012495)


Third
-
party IVR


Required:


Agent Portal Migration

Example 15: Screen pop based on caller entered digits or other data from a third
-
party IVR and passing the information to a Mitel Contact Center Screen Pop client

Contact Center
Management
Enterprise
Server

ACD Agent

2/17/2014

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34


Non
-
contact center environments require


Base Call Accounting


Minimum requirement of a 1
-
50 extension license in order to
replace Agent Portal Server software


Possibility of integrating with third
-
party servers and client computers


Contact Center Screen Pop

Appendix B

Migrating Agent Portal in a non
-
contact center environment

2/17/2014

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35

PSTN

LAN

Required:

Call Accounting Base software to replace Agent
Portal server (51008014)

Agent Portal client to Contact Center PhoneSet

Manager/Screen Pop client (5 pack) (51012495)

Call Accounting
Enterprise
Server

3300 ICP ACD

Controller

Agent Portal Migration

Example 16: Screen pop in a non
-
contact center environment based on ANI/DNIS

Employee

2/17/2014

slide
36

PSTN

LAN

Required:

Call Accounting Base software to replace Agent
Portal server (51008014)

Agent Portal client to Contact Center Screenpop
API Client DLL (5 pack) (51012496)

3300 ICP ACD

Controller

Agent Portal Migration

Example 17: Screen pop in a non
-
contact center environment based on ANI/DNIS
and passing the information to a third
-
party screen pop client

Call Accounting
Enterprise
Server

Employee

2/17/2014

slide
37

PSTN

LAN

Required:

Call Accounting Base software to replace Agent
Portal server (51008014)

Agent Portal client to Contact Center Screen Pop
API Client DLL (5 pack) (51012496)

Agent Portal to Contact Center ScreenPop API
server DLL (51012494)


Required:

Third
-

party IVR

3300 ICP ACD

Controller

Agent Portal Migration

Example 18: Screen pop in a non
-
contact center environment based on caller
entered digits or other data from a third
-
party IVR and passing the information to a
third
-
party screen pop client

Call Accounting
Enterprise
Server

Employee

2/17/2014

slide
38

3300 ICP ACD

Controller

PSTN

LAN

Third
-
party IVR


Agent Portal Migration

Example 19: Screen pop in a non
-
contact center environment based on caller
entered digits or other data from a third
-
party IVR and passing the information to a
Contact Center Screen Pop client

Required:

Call Accounting Base software to replace Agent
Portal server (51008014)

Agent Portal client to Contact Center PhoneSet
Manager/Screen Pop client (5 pack) (51012495)

Agent Portal to Contact Center Screen Pop API
Server DLL (51012494)


Call Accounting
Enterprise
Server

Employee

2/17/2014

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39

CTI Developer Toolkit

Overview


CTI Developer Toolkit offers server and client
-
side programmable,
Visual C#, .NET, dynamic link libraries (DLLs) that can be used in
any .NET (release 2.0+) application or website


The DLLs provide


Notification of call received events


Storage and access to call detail information


Call control


The CTI Developer Toolkit includes a test application with source
code, that enables developers to understand how code can be
written for their own custom applications


The CTI Developer Toolkit also includes a Windows CHM help file
that documents the methods and properties that are
programmatically exposed by the toolkit

2/17/2014

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40

CTI Developer Toolkit

Overview


Example of using the CTI Developer Toolkit to set a monitor on an
extension

2/17/2014

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41

CTI Developer Toolkit

Overview


The CTI Developer Toolkit is shipped with a test application that enables in
-
house
developers to verify their programming before making any custom work live on their
system











Test application monitor shows calls received and an agent handling the ACD call


2/17/2014

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42

CTI Developer Toolkit

Automate processes and information sharing


The following list provides examples of ways to use the CTI
Developer Toolkit


Client
-
side DLL: monitor devices, receive state change notifications,
perform agent control activities, and call control operations


Server
-
side DLL: inject additional information from a third
-
party IVR into
the call data stream, for example, caller entered digits


Click
-
to
-
dial from CRM


Integrated Mitel phone controls in CRM or ERP tools


Agent call scripting


Computer telephony integration


Agent call state dashboard integration with CRM or ERP tools


2/17/2014

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43

Thank you

The information conveyed in this presentation, including oral comments and written materials, is confidential and proprietary

to

Mitel and is intended solely for Mitel
®

employees and members of Mitel’s reseller channel. If you are not a Mitel employee or a Mitel reseller, you are not the inten
ded

recipient of this information and are not
invited to the conference, and cannot participate in or listen to and/or view the presentation. Please delete or return any r
ela
ted material. Mitel will enforce its rights to
protect its confidential and proprietary information, and failure to comply with the foregoing may result in legal action aga
ins
t you or your company
.