Contact Center Technical Details

Technical Details

Agent Based

Call Center Agent; Call Center Supervisor: The standard for these services is provided through Avaya Call Center Elite license. The capabilities are integrated into our Enterprise IP Telephony (EIPT) voice system. Works with both existing Avaya digital sets as well as IP sets. Operational statistics on center performance are provided by Avaya CMS. Full range of standard and ad hoc reports including but not limited to Call Volumes, Average Speed to Answer, Hold Times, Abandonment Rate, etc. Depending on the implementation configuration some desktop software and plug in’s may be required. A Contact Center Design team will provide specifications once requirements are determined.

Contact Center Supervisor: The capabilities for this service are provided through the Avaya Call Center Elite Supervisor license. Depending on the implementation configuration, some desktop software and plug in’s may be required. A Contact Center Design team will provide specifications once requirements are determined.

Contact Center Agent/Supervisor: Combines the capabilities and tools of the two services above so that the person can perform agent functions when required as well as those of a supervisor.

Remote Agents: This service requires an Avaya Call Center software license to be resident on the agent’s desktop, an adequate IP connection (typically inadequate connections result in garbled voice and very slow functionality) and an EIPT connection. The potential exist for more than one configuration. A Contact Center Design team will explain what is available based on your technical infrastructure and business requirements.

Screen Pops: The capabilities for this service are provided through Avaya Elite Multi-Channel (EMC) licenses. The service requires the center agent to subscribe to EIPT and the Call Center Agent service (does not work with Symposium). The service also requires a desktop agent as well as integration with your applications. Therefore, professional services are required to integrate with EMC as well as develop the software for the screen pop. The details on how this will work in your environment can be obtained through consultation with a Contact Center Design team.

Multi-Channel Service: The capabilities for this service are provided through the Avaya Elite Multi-Channel license. The service requires the center agent to also subscribe to EIPT and the Call Center Agent service (does not work with Symposium). The service requires a desktop agent as well as professional services to integrate with each of the channels (e Mail, web chat, text, etc.) chosen to send to an agent skill group. The details on how this will work in your environment can be obtained through consultation with a Contact Center Design team.

Call Recording: DIT now has an Enterprise Call Recording offering called Engage from Telstrat. Engage is offered to agencies which subscribe to our Avaya Aura EIPT telephone services. With the Engage system, we can offer the following types of recording features:

  • Voice Call Recording
  • Quality Evaluation using customized evaluation forms.
  • Screen Recording.

For information about the Telstrat Engage system, check out their website here: http://www.telstrat.com/service/recording/

To inquire how DIT can help you with your Call Recording requirements, contact our service desk.

Wall Boards Support: Enterprise Contact Center Services does not offer a service that includes wall boards and the associated software. What can be provided is Real Time Sockets (RTS) with data that can drive wall board applications. The state offers a contract vehicle (725A contract) from which an agency can buy a wall board system and feed it with data from the Enterprise Contact Center Service.

Self Service: Interactive Voice Response (IVR)

The IVR Enterprise Platform is based on the Genesys Voice Portal (GVP). The architecture of the enterprise service is a highly available configuration with redundant configurations in both our Eastern and Western Data Centers. Systems in both centers are configured to work in an “active/active” mode. In the event one of the data centers is lost, the other center is capable of handling 100% of the IVR load until the other center is restored.

As part of the service subscription, we provide the servers and system software that are common to all agencies. When loaded with Genesys software these virtual servers are called SIP Servers and Resource Managers. There are redundant configurations in both data centers. We also provide all of the Public Switched Network Access (PSTN) via SIP trunks. The number of SIP trunks provided is determined by capacity requirements. We ensure a P 01 grade of service. This includes both regular telephone numbers and toll free.

Each agency that subscribes to the service will have servers dedicated to their applications. These servers include the Media Control (MCP), Speech Servers, and Web Application Servers (WAS). These servers are provided by our Hosted Services and are managed as part of our overall IVR Enterprise Platform. These servers are provided in a high availability configuration and work in an “active/active” mode in both the Eastern and Western Data Centers. The agency project team will order these servers from us. The number of servers required vary based on complexity of the application, amount and complexity of speech requirements, and number of IVR ports required. A Contact Center team will work with you on the proper configuration.

Some Agencies may require that callers to the IVR have the option to opt out to an agent. The service does not include the WAN connectivity between the IVR Enterprise Platform and the customers contact center location for this transfer. The Contact Center Design team must consider the number of calls expected to opt out so that the WAN team can recommend the appropriate amount of bandwidth. Agencies should place an order for this bandwidth far enough in advance of the production date to allow for installation intervals and testing.

Hours of Availability

This service is available 24/7, excluding planned outages, maintenance windows, and unavoidable events. Maintenance windows are used only when needed for planned changes that have gone through our Change Management process. In addition to our standard maintenance windows, site-specific and service-specific changes may be coordinated with customers at non-standard times.

Standard maintenance windows are defined as:

  • 4:00 a.m. to 7:00 a.m. each Thursday
  • 4:00 a.m. to 12:00 p.m. each Sunday