ACP 3.2 Novelties. Edition 01 March, Aastra

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Edition 01 March, 2014

ACP 3.2

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Content

New features

• New “Aastra light classic” interface

• Calls log

• SIP encryption

• Incoming SMS

• CSTA link for subscriber supervision

• Subscriber logon/logoff status

• Forward status and possibility to modify it

• Mute participant in a conference

• ACP Anywhere in slideshow view

• Other evolutions

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New “Aastra light classic” interface

Additional new skin with lighter color to improve readability

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New “Aastra light classic” interface

Internet Explorer

•ACP 3.2 supports IE 8.0, IE 9.0, IE 10 and IE 11

>With the latest service pack recommended by Microsoft

Firefox

• Firefox version 24 or later

•ACP 3.2 supports new versions of Firefox as they arrive:

>ESR versions are fully supported

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Content

New features

• Calls log

• SIP encryption

• Incoming SMS

Licensing

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Calls logs are available in web portal directories:

Calls log

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Calls Log

Information is saved in statistics even if the web portal is not

connected

Customer specific calls log can be added but to ease installation

and configuration some are predefined in ACP:

•Inbound calls

•Outbound calls

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Can be seen as specific directories with additional information:

•Call type

•Call time

•Duration

•Service

>Professional or private call

With also:

•Calendar status

•Extension status

•Access to detailed contact card

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Calls log

Icons description:

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Put in Service

•Requires external replication to LongTermStatistics database

•Predefined calls log are by default available in the Administrator

>Inbound calls

>Outbound calls

>Missed calls

•Calls log must be assigned to Users group to be available in the web portal

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Put in Service

•To easily access it in the web portal, specific tabs must be added

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Content

New features

• Calls log

• SIP encryption

• Incoming SMS

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ACP Media Server supports

SIP protocol

•VTIXML protocol is still supported

•All ACP interfaces can use standard protocols

Security enhancement

•Encryption of voice (SRTP) and signaling (SIP TLS)

•For following features

>Contact center IVR

>Conference bridge

>Emergency conferences

SIP Encryption

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Using the SIP protocol for ACP IVR resources

•Requires HMP 3.0 SU 347 with a specific “IP Call Control” license >IP Call Control license must be ordered in the same quantity as the

Voice license

>In addition of other usual HMP licenses:

• Voice + RTP G711

• Enhanced RTP (G723/G729)

• Conference

>But does not require any ACP additional specific licenses

•Requires A5000 R5.4 SP1 or higher

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ACP SIP IVR support same functionalities as before:

•Play Voice message >With or without TTS

•DTMF

>RFC 2833 and SIP INFO

•Record conversation •Strapping

>Means using IVR and without IVR for a same call

•Conference

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ACP SIP IVR support

also call encryption by using: •Trusted certificate

>Validated by a known certification authority

>Paying service

>With, if needed, mutual authentication

•Self signed certificate >Based on mutual trust

>Free

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Put in Service

•SIP IVR resources must be declared in a hunting group

>SIP hunting group instead of VTI/XML

•A SIP telephony link must be defined in the Administrator

>A5000 IP address

>A5000 IP port

• 5060 usually used for UDP and

TCP protocol

• 5061 usually used for TLS

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SIP link properties

•SIP port

>Media server local port

used to communicate with A5000

•Transport protocol

>UDP or TCP (A5000 IP port 5060)

>TLS (A5000 IP port 5061)

•SRTP mode

>SRTP only

>SRTP preferred

>RTP only

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SIP link properties

•CA certificate

>If self signed mode: “pbx.crt” file • Available in A5000 file structure

>If trusted mode: “ca.crt” file • Provided by Certification

Authorities

•Other fields are only used in trusted mode with mutual authentication

>Means that HMP is also certified

>Information provided by

Certification authorities or valid in a domain (domain trusted certificate)

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Content

New features

• Calls log

• SIP encryption

• Incoming SMS

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ACP is

reachable by SMS

•Use case examples:

>Offer automated SMS services without agent interaction

• Voting system

• Call in radio talk show , Radio/TV contests

• Self-service SMS for receiving information by SMS, e-mail, etc.

>Let customers converse with agents using SMS

• Skill-based routing of incoming SMS to contact center agents

• Agent can reply by SMS, by e-mail, by calling back, etc.

Incoming SMS are handled like e-mail

•Scripting tool allow automated SMS analysis, replies, etc.

•Skills-based routing engine is able to distribute SMS to agents

Incoming SMS

3.2A04 SP1

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Incoming SMS are changed in e-mail

•SMS conversion in e-mail is done by open source softwares

•A pre-configured VM doing the conversion is provided

>Available on ftp://ftp.aastra-applications.be/Tools/Kannel

>How to install and configure it is explained in ACP manual

• “4.29 Integration with Kannel for SMS”

>GSM modem must be installed

• Sierra Wireless Airlink Fastrack Xtend FXT009

Incoming SMS

IMAP SMTP

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Incoming SMS are managed like incoming e-mail and fax

•Emails node are used for SMS distribution

>Difference between e-mail, fax and SMS is done thanks to EmailMessageType variable

• 1  Email

• 2  Fax

• 3  SMS

>Recipient for SMS is a mobile number

• +33.6.85.74.33.22 or 06.85.74.33.22

•Dialing rules are not applied to SMS

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SMS are displayed in the web portal

•With specific icon

•

With appropriate toolbar

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SMS can be managed by the agent scripting tool like any other

media

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Put in Service

•First, install the pre-configured VM with Kannel and open source mail server

>Available on ftp://ftp.aastra-applications.be/Tools/Kannel

>How to install and configure it is explained in ACP manual

• “4.29 Integration with Kannel for SMS”

•Then, in Administrator application, there are 3 steps :

>Define an e-mail profile for incoming SMS

• Called SMS profile in this presentation

>Associate the SMS profile to a Service

>Associate SMS mailbox to the Service

•Last, in Service Manager application:

>Put the SMS mailbox in production

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In Administrator application

•Step 1: Define a SMS profile

>Standard profile

>User name: sms

>Password: aastraACP

>Sender address: [email protected]

>Host name:

Kannel IP address

>Select also sent and deleted folders used for this SMS profile

>Multiple SMS profiles can be defined for a system

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In Administrator application

•Step 2: Associate the SMS profile to a Service

>Service e-mail profile is used for incoming e-mails

>Service SMS profile is used for SendSMS node

• Feature that can be used

independently

>Only 1 SMS profile can be defined per Service

• Same constraint as for e-mail profile

•

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In Administrator application

•Step 3: Associate SMS mailbox to the Service

>Thanks to “Add SMS mailbox”

button

>Multiple SMS mailboxes can be associated to a Service

• Kannel VM must be adapted

• A SMS mailbox can only be

associated to 1 Service

In Service Manager application

•Put the SMS mailbox in production

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Content

New features

• Calls log

• SIP encryption

• Incoming SMS

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•Standard

> Correspond to CSTA link available in previous ACP versions

> A CSTA license is consumed for every subscriber monitored

> Can be used with any supported PBX version

•ACP

> Is used to control resources (agent extensions, IVR resources, call pits)

• Like Standard link

> No CSTA licenses are consumed

> Requires A5000 R6.1 release or higher

•Supervision

> Is used only for extensions supervision in directories

• Replace VTIXML link used for intercom supervision

> No CSTA licenses are consumed

> Requires A5000 R6.1 release or higher

CSTA link for subscriber supervision

3.2A04 SP1

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It is possible to secure

main CSTA links by

using backup links

2 possibilities:

•Backup link is dedicated to a main link

>Will only be used when the associated main link fails

•Backup link is not dedicated to a main link

>Can be used to secure several main links

>Some constraints apply:

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In case of main link failure the following rules apply:

•For Supervision link:

1. The dedicated Supervision backup link is tried then;

2. Undedicated Supervision backup links

•For Standard/ACP link:

1. The ACP dedicated backup link then;

2. The Standard dedicated backup link then;

3. The ACP undedicated backup link then;

4. The Standard undedicated backup link

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Subscriber logon/logoff status is available in directories

•

Requires A5000 R6.1 or higher

•

Available if a Supervision CSTA link is used for intercom supervision

Subscriber logon/logoff status

Indicates if the subscriber is log off from every set

3.2A04 SP1

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Forward status and possibility to modify it

In Directories, a new column allows to see if the subscriber

extension is forwarded

•

Requires A5000 R6.1 or higher

•

Available if a Supervision CSTA link is used for intercom supervision

3.2A04 SP1

Indicates the forward status

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Forward status and possibility to modify it

Information on each forward set for the contact is available in

the detailed contact card:

•Forward type:

>Immediate

>Busy

>No Answer

•Call origin to which forward applies:

>External

>Internal

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Forward status and possibility to modify it

Forward can be set or removed from the web portal

•Depends on users rights

•Dialing rules are applied to forward destination

Allow to define a forward

Allow to remove a forward

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Forward status and possibility to modify it

Put in Service

•

In Administrator application:

>Check first that a Supervision CSTA link is used for intercom supervision

>Add User groups with appropriate rights

• Allow supervision: provide access to extensions supervision in directories

• Allow forward modification: give rights to modify extensions forward

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Content

New features

• Calls log

• SIP encryption

• Incoming SMS

Licensing

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Possibility to mute/unmute participants in a conference

•Available for conference organizer only

•Possibility to select multiple participants

•Participants on hold are muted automatically

Mute participant in a conference

3.2A04 SP1

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ACP Anywhere in slideshow view

Possibility to display providers in slideshow mode

•Classical mode: all providers are displayed at the same time

•Slideshow mode: each provider is displayed one at a time

3.2A04 SP1

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ACP Anywhere in slideshow view

Display can be customized thanks to the toolbar

Switch between classical display mode and slideshow mode

Resize provider

Define display time if slideshow mode used

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Other evolutions

Possibility to generate report from a unified database

•Reporting Server can generate reports for his server even when statistics are saved in an external unified database (shared among multiple servers)

Subscriber extensions in canonical format can be supervised

•Dialing rules are used to transform canonical phone numbers into internal phone number

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Content

New features Licensing

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Licensing

Incoming SMS

•No additional specific SMS license

•To manage incoming SMS without agent interaction

>At least 4 multimedia agent licenses are needed

•To manage incoming SMS with agent interaction

>Multimedia agent licenses are needed

• Note that multimedia license is not necessary for sending

outbound SMS and e-mails

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Licensing

SIP protocol for IVR resources

•Requires a “IP Call Control” HMP license

>IP Call Control license must be ordered in the same quantity as the Voice license

•Does not require ACP specific licenses

ACP 3.2 includes a new version of TTS engine, Acapela 7.3

•Previous versions are not supported anymore

 Acapela 7.3  Acapela 7.1

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Licensing

Upgrade process has changed compare to previous

versions. To upgrade you need to order:

•Upgrade kit

>Reference 81A00177AAA-A

>It contains the DVDs and the product version license

•Upgrade licenses for agents and IVR channels >There is an upgrade license for each initial version

>The upgrade license is per unit and has a single unit price

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Licensing

Except upgrade kit and upgrade licenses for agents

and IVR channels, no other licenses must be

purchased for the upgrade

•Licenses like inbound calls, agent script, routing script etc. are automatically upgraded

Upgrade Conference licenses

•The upgrade kit item is the only item mandatory

>Except if TTS engine is used then it is also needed to buy the TTS licenses

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Content

New features Licensing

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Requirements and Compatibilities

Server

Operating Systems:

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Requirements and Compatibilities

Server

Microsoft Office:

 Office 2007, 2010 or 2013

Hardware requirement is the same as ACP 3.1

• Please check ACP 3.2 Ordering Guide

>“2.3.2 Constraints specific to

Contact Centre, Web Attendant or IVR”

>“2.3.3 Constraints specific to

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Requirements and Compatibilities

Web Client

Browsers:

 Internet Explorer 8, 9, 10 or 11

On Windows XP, 7 Pro/Ultimate, 8 Pro/Enterprise or 8.1 Pro/Enterprise

Vista not supported anymore

 Firefox:

Mozilla Firefox ESR 24 or later

• ESR versions fully supported

• Other versions supported in "best effort" mode

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Requirements and Compatibilities

Virtualization

Virtualization support for VMware ESXi

 Versions 5.0, 5.1 and 5.5

 Versions 3.5 and 4.x not supported anymore

OS/VMware compatibilities summary with HMP

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Requirements and Compatibilities

Virtualization + TTS

OS/VMware compatibilities summary with HMP and TTS

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Requirements and Compatibilities

Virtualization

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Requirements and Compatibilities

Telephony

Compatible with

 Aastra 5000 R5.2

 Aastra 5000 R5.3

 Aastra 5000 R5.4

 Aastra 5000 R6.1

Main constraints

•SIP connectivity requires A5000 R5.4 SP1 or higher

•CSTA link for subscriber supervision requires A5000 R6.1 or higher

•Subscriber logon/logoff and Forward status requires A5000 R6.1 or higher

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Requirements and Compatibilities

IT Environment

Messaging servers:

 Exchange 2007 SP1, 2010 or 2013

 Lotus Domino 8, 8.5 or 9

Database servers for statistics:

 SQL Server 2005, 2008 or 2012

 SQL Studio management has been included in ACP setup

Web Portal can be deployed in Microsoft Remote Desktop Services

(RDS) and Citrix XenApp environments:

 RDS Windows 2008 R2, Windows 2012 and Windows 2012 R2

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