1. 1
Web Contact Center
moderator: martin steinmann
participants: jan-vincent liwanag, kristine mina, danna aduna
March 11, 2013 / Bentley University / Boston MA

2. Presenter Team 2
Danna Aduna Jan Vincent Liwanag Kristine Mina

3. WHY a New Contact Center Solution ?
It is time for a new solution that fits into an IT environment 3
1. Contact centers, like UC, move to IT and the Web
> Many of our customers asked for a basic but integrated call queuing capability
> Contact centers need to be connected to the browser for both callers and agents (WebRTC)
> A software application, fast and scalable yet simple to setup and use
2. Current solutions are too expensive
> Hardware centric proprietary solutions are too expensive
> Web standards replace proprietary CTI interfaces
> Multi-media w/ click-to-call and click-to-chat
3. Private cloud based product
> A product and not just a service
> Globally networked and scalable

4. Where are we with openACD?
Significant progress was made 4
> Introduced at CoLab 2012 as a concept
> Our initial goal is unchanged
> Call and voicemail queuing with email and chat to follow
> Up to 500 calls in queue per server, up to 200 agents per server
> Complete set of core ACD features
> Modern Web gadget based agent / supervisor portal
> Initial set of real-time and sliding window statistics
> Project status
> Beta release coming up in Q2
> First GA release scheduled for Q3
> Talk to us about participating in the beta phase

5. Key Features of the Core openACD System
Complete set of core features 5
> Highly flexible queuing
> Skills based call distribution
> Configurable recipes for queue management
> Multiple clients can be served (multi-tenant)
> Designed for multiple media and multiple channels
> Individual agent skills, away or break codes, wrap-up time, call disposition
> Agent DTMF controls for operation without agent dashboard
> Implemented using Erlang, optimized for concurrency and distributed operation, MongoDB
> Standards based
> Standard SIP for calls
> Software only solution that can be clustered

6. Agent and Supervisor Workstation
A Fully Integrated Gadget Based UI 6
> sipXecs / openUC integration
> Configuration via the sipXecs / openUC Web UI
> Unified account credentials
> Custom Agent and Supervisor UI
> Movable gadgets for agent and supervisor customization
> Tab separation for agent and supervisor gadgets
> Normal and widescreen layouts
> Supervisor management of active agents and calls in queue
> Other Features
> Real-time and sliding window statistics
> Configurable Client popups
> Mashup with other gadgets

7. Example

8. Sample Set-up
8
LINES QUEUES
AcmeTech
TechSupport380 Support AGENTS
AcmeSales
SalesEnglish381 TechSupport:
English
Tech, English
SalesGerman382 AcmeSales
German
Acme Inc
Sales_English:
Sales, English
Supervisor
WidgetTech
Callers TechSupport370 Support
SalesEnglish371 Sales_German:
WidgetSales Sales, German
SalesEnglish372
Widget Corp

9. Sample Set-up
9
LINES QUEUES
AcmeTech
TechSupport380 Support AGENTS
AcmeSales
SalesEnglish381 TechSupport:
English
Tech, English
SalesGerman382 AcmeSales
German
Acme Inc
Sales_English:
Sales, English
Supervisor
WidgetTech
Callers TechSupport370 Support
SalesEnglish371 Sales_German:
WidgetSales Sales, German
SalesEnglish372
Widget Corp

10. Sample Set-up
10
LINES QUEUES
AcmeTech
TechSupport380 Support AGENTS
AcmeSales
SalesEnglish381 TechSupport:
English
Tech, English
SalesGerman382 AcmeSales
German
Acme Inc
Sales_English:
Sales, English
Supervisor
WidgetTech
Callers TechSupport370 Support
SalesEnglish371 Sales_German:
WidgetSales Sales, German
SalesEnglish372
Widget Corp

11. Sample Set-up
11
LINES QUEUES
AcmeTech
TechSupport380 Support AGENTS
AcmeSales
SalesEnglish381 TechSupport:
English
Tech, English
SalesGerman382 AcmeSales
German
Acme Inc
Sales_English:
Sales, English
Supervisor
WidgetTech
Callers TechSupport370 Support
SalesEnglish371 Sales_German:
WidgetSales Sales, German
SalesEnglish372
Widget Corp

12. Sample Set-up
12
LINES QUEUES
AcmeTech
TechSupport380 Support AGENTS
AcmeSales
SalesEnglish381 TechSupport:
English
Tech, English
SalesGerman382 AcmeSales
German
Acme Inc
Sales_English:
Sales, English
Supervisor
WidgetTech
Callers TechSupport370 Support
SalesEnglish371 Sales_German:
WidgetSales Sales, German
SalesEnglish372
Widget Corp

13. Demo

14. Architecture

15. Powerful Distributed Architecture
Integrated with openUC 15
External OpenACD
Systems
Statistics and Reporting
sipXecs Stack Agent Dashboard
Proxy Server
Media Server
(FreeSwitch)
Configuration Server MongoDB
(agents, queues, skills,
clients, etc.)

16. Web UI and APIs for Agent / Supervisor Dashboards
16
> Web UI is built on HTML/CSS/JS
> API built on JSON-RPC 2.0 and Events via WebSockets
> Gadget and Tab based UI for customizability and extensibility
Browser JSON-RPC 2.0 API
Websocket

17. Next Steps

18. Next Steps - Roadmap
2013 and beyond 18
> Start Beta phase for the first release
> We will add incremental capabilities through the rest of the year
> Extending openACD to become able to fully replace existing formal contact
center solutions
> Historic reporting package
> IM integration for agent / supervisor communication
> Redundancy and scale: Clustered operation
> IVR frontend
> Cloud hosted or private cloud deployment options
> Distributed agent population (global queues)

19. 19
Demo Slides

20. Installation
System > Servers > Call Center
20

21. Configuration
Features > Contact Center
21

22. Demo Configuration
Features > Contact Center > Agents
22

23. Demo Configuration
Features > Contact Center > Lines
23

24. Supervisor Session
Dashboard
24

25. Supervisor Session
Managing agents and queues
25

26. Agent Experience
Log-in
26

27. Agent Experience
Dashboard
27

28. Agent Experience
Receiving a call
28

29. Agent Experience
Call processing
29