Call Center Solution Guide

(1)

Call Center Solution Guide

Technical Solution Guide

Document Version 1

(2)

BroadWorks

®

Guide

Copyright Notice

Any technical documentation that is made available by BroadSoft, Inc. is proprietary and confidential and is considered the copyrighted work of BroadSoft, Inc.

This publication is for distribution under BroadSoft non-disclosure agreement only. No part of this publication may be duplicated without the express written permission of BroadSoft, Inc. 220 Perry Parkway, Gaithersburg, MD 20877.

BroadSoft reserves the right to make changes without prior notice.

Trademarks

BroadWorks® and BroadWorks Assistant™ are trademarks of BroadSoft, Inc.

(3)

Document Revision History

Version Reason for Change Date Author

1 Created document. May 17, 2007 Jim McGonigle

1 Updated document from comments; sent it for general review.

May 24, 2007 Jim McGonigle

(4)

Table of Figures

Figure 1 BroadWorks Call Center... 7

Figure 2 Call Center Solution Overview ... 10

Figure 3 Calls based on Selective States and Current Phone Calls ... 12

Figure 4 Calls based on Selective States and Current Phone Calls – Differences between Standard Solution and High-volume ACD ... 13

Figure 5 Direct Agent Access Overview... 14

Figure 6 System Architecture... 18

Figure 7 Web Screen Reference – Create ACD ... 24

Figure 8 Web Reference – Configure Addressing... 25

Figure 9 Web Reference – Assign Services to ACD... 26

Figure 10 Web Reference – Configure Call Center Supervisor Reporting ... 27

Figure 11 Web Reference – Configure Directory Number Hunting... 28

Figure 12 Web Reference – Select Supervised Agents (1) ... 29

(7)

1 Overview

The BroadWorks Call Center solution provides an integrated, full-featured solution for managing customer contacts with all the benefits of the BroadWorks advanced voice and multimedia applications. Service providers can offer businesses a solution with the resiliency of a carrier-class platform, enabling businesses of any size to build a comprehensive, feature-rich Call Center anywhere in the world—with no hardware, software, or up-front capital expenditures.

Service providers can deploy the BroadWorks Call Center solution to offer an on-demand, hosted service with unified front-end provisioning for administration of agent workforces. This solution supports individual centers as well as distributed multi-site centers to act as a single virtual Call Center, regardless of geographic location. The BroadWorks Call Center solution results in reduced operational costs and improved customer response for the enterprise. Legacy PBX Branch Offices Mobile Workforce Remote Workforce Business Trunking Hosted PBX Mobile PBX Remote Office MESSAGING ACD IP PBX AUTO ATTENDANT CALL CENTER REPORTING CALL RECORDING CALL CENTER CLIENTS

Figure 1 BroadWorks Call Center

1.1 Key Features

Following are some of the key features:

Automatic Call Distributor (ACD): Intelligent call routing and queuing

Auto Attendant: Interactive voice response (IVR) and custom messaging

Agent and Supervisor Clients: Intuitive interface for greater agent productivity and management oversight

(8)

Music On Hold and Comfort Announcement: Callers are provided with a greeting, followed by music or advertisements and periodic comfort announcements in audio or video format.

BroadWorks Deployment Studio: Tools designed to simplify branding, pre-configuration, and deployment of the BroadWorks Call Center desktop client Call Center also supports traditional Call Center features:

Overflow: Incoming calls can be forwarded to an overflow phone number when the queue is overloaded.

Agent Log in/Log off: Calls are only presented to agents who are on duty, and agents can log into multiple Call Centers’ queues.

Hoteling for Extension Mobility: Agents can log in at any available workstation/phone while maintaining unique user settings.

Service Integration: Any BroadWorks personal service, such as Call Forwarding, Call Notification, Call Screening, and Voice Messaging, can be assigned to a Call Center agent to customize the Call Center group.

1.2 Key Benefits

Following are the key benefits:

Improves customer service: Ensure all incoming calls are serviced efficiently under any network condition and at any time.

Creates virtual Call Centers: Establish Call Centers anywhere in the world with PCs and a broadband connection – without additional hardware, PC-resident software, or traditional phone lines.

Offers 24x7x365, Follow-the-Sun customer care: Offer ubiquitous services with a single number for distributed Call Center locations.

Manages calls effectively: Choose from a range of Call Distribution policies including skills-based call distribution.

Minimizes costs: Provide the option for agents to work remotely with access to all call features – offering a smart way to increase staff without renting office space.

1.3 Call Center Agent

The BroadWorks Call Center agent client application provides Call Center agents “perform call control” and “agent state control” functions directly from their desktops for IP phones, analog phones, or the BroadWorks Communicator soft phones. The simplified interfaces let Call Center agents answer, direct, and complete calls more quickly to increase productivity and improve the caller’s satisfaction level.

1.3.1 Call Center Agent Features

Following are the Call Center Agent features:

Call Control functions: Auto Answer, Hold, Transfer, Conference, and Supervisor Escalation

Agent State Control functions: Agent Login/Logout, Ready, Not ready, and Wrap Up

(9)

Auto Dialer: Via Outbound Click-to-Dial and Outlook Directory Integration

Agent Activity Report: Agents can see real-time statistics directly on desktop

1.4 Call Center Supervisor

With the BroadWorks Call Center supervisor client application, supervisors gain superior management capabilities to monitor agent calls and to determine training gaps and requirements. With the advanced reports available through the BroadWorks Call Center solution, supervisors can determine appropriate staffing levels to manage costs while still handling busy hours effectively.

Preset reports show agent availability, call duration, login/logout actions, and agent call close times. Other reports, some of which are available to agents as well as supervisors, show caller activity such as call abandonment rates as well as the averages for time to answer, wait time, and call duration.

1.4.1 Call Center Supervisor Features

In addition to all Call Center Agent features, following are Call Center Supervisor features:

Agent Monitoring

Supervisor Barge-In

Queue Monitoring and Manipulation

Real-time and Historical Reports

1.5 Call Center Reporting

Call Center Reporting is an application that provides real time and historical reporting for BroadWorks Call Centers. Call Center Reporting resides on a dedicated BroadWorks Call Detail Server and provides a secure, partitioned, multi-tenant reporting solution.

(10)

2 Solution

Details

The Call Center solution is comprised of features from the BroadWorks platform, in addition to the two client applications. These features, when configured to work in a complementary fashion, provide a feature-rich Call Center solution. In addition, the configuration options allow the solution to be implemented in a variety of ways. This solution document concentrates on a Call Center that is fronted by an IVR system that routes the calls to multiple ACDs. The solution also has two variants:

Standard Configuration – This is the standard ACD distribution model, in which an agent services one call at a time routed from the ACDs that they service.

High-volume Configuration – This configuration allows an agent to service multiple calls at a time.

In addition, either variant may have an additional functionality added (of the Direct Agent Access Overlay), which allows callers to directly reach agents via the IVR.

IP PSTN

Calls

BroadWorks Call Center

AUTO ATTENDANT ACD Messaging ACD ACD SP Data Center Remote Network VoIP

Network _NetworkVoIP

Trunking Users Denver, CO Remote Users – Mobile/Soft Clients Hosted Users Calls Distribute Calls Calls

Figure 2 Call Center Solution Overview

2.1 Components of the Solution

The Call Center solution is made up of the following products and components, which work together to provide the full solution:

Auto Attendant (AA)

(11)

Interactive Voice Response

Forwarding of a call to the appropriate ACD

Night Service

Automated Call Distribution (ACD)

The ACD queue allows incoming calls to be placed in a queue and distributed to agents based on the configured routing policy. ACDs provide comfort messages and Music-On-Hold while the callers are waiting. They also handle the overflow of calls, no answering by agents, and other distribution cases. Each ACD usually has a voice messaging box for users that are not willing to wait or have reached an overflow.

The Call Center service in BroadWorks provides the ACD service and is the backbone to the Call Center solution.

BroadWorks supports the following routing policies:

Circular

Regular

Simultaneous

Uniform

Weighted Call Distribution Voice Messaging

Each ACD has a voice messaging box where callers may leave messages for agents to process later.

Call Center Agents

Agents are BroadWorks users who service the calls from the ACDs that they have been assigned to. Each agent is assigned the BroadWorks Agent service that allows the agent to run the client application. The application provides the following capabilities:

Marks itself as Available or Unavailable

Marks itself in Wrap-Up mode

Escalates calls to a supervisor

Transfers calls to another ACD

Reports on the agent’s performance versus other agents in the queue Call Center Supervisors

Supervisors are BroadWorks users who are responsible for multiple ACDs and agents who service those ACDs. They can act (optionally) as agents as well. Each supervisor is assigned the BroadWorks Supervisor client that provides the necessary capabilities to perform the supervisor role. Some of those capabilities are:

Ability to see and manipulate calls inside an ACD

Ability to see the status of agents they are supervising

Access to real-time reports about ACDs and agents

(12)

2.2 Agent Status and Call Distribution

Agents may be in different states to indicate their availability to take calls and their status to a supervisor.

Available/Unavailable – Availability is performed on a per-ACD basis. This indicates whether the agent is ready to accept calls from a queue. An agent may be unavailable when not working, at lunch, or for other reasons.

Wrap-Up – Wrap-Up is the time period after a call in which an agent has to summarize the call or perform other post-call activities. The Wrap-Up can be configured to occur

automatically after a call for a certain duration, or it can be initiated manually.

The following table summarizes when agents receive calls based on their selected states as well as the status of current phone calls:

Receives Call Does not receive

call On On Off Hook Available Does not receive Call Does not receive

call Off On Off Hook Available Receives Call Does not receive

call

On Off

Off Hook Available

Does not receive call

Receives Call Result (of ACD routed call) n/a Does not receive call Receives Call Receives Call Result (of a private call) n/a On On Hook Available n/a Off Off Wrap-Up Status n/a n/a Unavailable Off Off Hook Available n/a On Hook Available User’s Call Waiting Setting Phone Status of User User ACD Status (Availability)

Figure 3 Calls based on Selective States and Current Phone Calls

2.3 High-volume ACD Overlay

(13)

Receives Call Receives Call On On Off Hook Available Does not receive Call Does not receive

call Off On Off Hook Available Receives Call Receives Call On Off Off Hook Available

Does not receive call

Receives Call

Receives Call Result (of ACD routed call) n/a Does not receive call Receives Call Receives Call Result (of a private call) n/a On On Hook Available n/a Off Off Wrap-Up Status n/a n/a Unavailable Off Off Hook Available n/a On Hook Available User’s Call Waiting Setting Phone Status of User User ACD Status (Availability)

Figure 4 Calls based on Selective States and Current Phone Calls – Differences between Standard Solution and High-volume ACD

2.4 Direct Agent Access Overlay

The Direct Agent Access Overlay provides additional functionality that may be used with the Call Center configurations detailed above. This functionality includes:

Ability for a caller to reach an agent directly by extension

The placement of a caller who directly called an agent in an ACD for distribution to another agent, if the original agent is not available

(14)

IP PSTN

Calls

BroadWorks Call Center

AUTO ATTENDANT Messaging ACD ACD SP Data Center Call Center Agent Calls Calls to Queue Dire ct Call to A g e n t Unanswered Call

(15)

3 User

Types

The following are the recommended BroadWorks services to create the user types necessary for this solution.

3.1 BroadWorks Agent

The BroadWorks Agent is a basic user and should be assigned the following user services:

Anonymous Call Rejection

Authentication

Basic Call Logs

Call Forwarding Always

Call Forwarding Busy

Call Forwarding No Answer

Call Return

Call Transfer

Call Waiting

Calling Line ID Delivery Blocking

Call Notify

Internal Calling Line ID Delivery

Customer Originated Trace

Do Not Disturb

External Calling Line ID Delivery\

Last Number Redial

Speed Dial 8

Three-Way Call

Voice Messaging User

The agent also requires the following clients:

BroadWorks Agent

3.2 BroadWorks Supervisor

The BroadWorks Agent is a basic user and should be assigned the following user services. Note that the differences between the Agent and Supervisor are highlighted.

Anonymous Call Rejection

Authentication

Basic Call Logs

(16)

Call Forwarding No Answer

Call Return

Call Transfer

Call Waiting

Calling Line ID Delivery Blocking

Call Notify

Internal Calling Line ID Delivery

Customer Originated Trace

Do Not Disturb

Directed Call Pickup with Barge-In External Calling Line ID Delivery

Last Number Redial

Speed Dial 100

Three-Way Call

The supervisor also requires the following clients:

(17)

4 System

Requirements

4.1 Prerequisites

BroadWorks: This solution requires BroadWorks Release 13.0 MP10 or later. The dedicated Call Center Reporting Servers and Web Servers are required for this solution. Clients: This solution requires both the BroadWorks Call Center agent and BroadWorks Call Center supervisor clients.

Phones/Customer Premise Equipment: This solution works with any customer premises equipment (CPE). However, a device with Advanced Call Control (ACC) is preferred. To determine the device’s support ACC, refer to the relevant partner configuration guide.

Network Architecture: Call Center is supported in all network architectures (stand-alone, IP Multimedia Subsystem [IMS], BEA, and so on). For more information, see your

BroadSoft representative.

4.2 Licensing

The following licenses are required to deploy the Call Center solution:

Auto Attendant

Call Center (one per ACD deployed)

Call Center Supervisor Reporting (one per ACD deployed)

Music On Hold

Voice Messaging User (one per ACD deployed) Each supervisor requires the following licenses:

BroadWorks Supervisor

Premium Enterprise

Each agent requires the following licenses:

BroadWorks Agent

(18)

5 System Configuration Details

OCI-R OCI-C (CAP) OCI-C (CAP) CCR SOAP Interface OCI OCI

Figure 6 System Architecture

Before provisioning the BroadWorks Call Center, a system administrator must set up the necessary communication between the BroadWorks Application Server (AS) and the BroadWorks Call Detail Server – Call Center Reporting (CDS-CCR) server. As the Call Center Reporting runs on the Call Detail Server, for simplicity, this combination in this document is referred to as CCR.

This configuration is primarily for automation of the following background operations:

Call Center database tables setup

User validation

Queue statistics that are streamed from the Application Server to the CCR

Network time synchronization for real-time client statistics

5.1 Configure the OCI-R (Reporting) Interface

The OCI-R interface on the Application Server sends the CCR data on Call Centers that have the Call Center Supervisor Reporting (CCSR) service assigned to the Call Center. Note that the CCR server initiates this connection and the Application Server sends the necessary messages to the CCR.

5.1.1 Configure the Application Server

(19)

steps may be performed on the Application Server using the BroadWorks command line interface (CLI):

Set up OCI Reporting for the CCR on the Application Server:

1) Go to System/NetworkAccessLists/OCIReporting and add the CCR host address to the OCI Reporting access list.

2) Set the restrictMessages parameter to “true”.

3) Go to System/NetworkAccessLists/OCIReporting/MessageTypes and configure the following message types only:

Message Description

GroupCallCenterDeleteInstanceRequest A Call Center has been deleted from the Application Server. The Call Center is automatically deleted from the CCR. GroupCallCenterModifySupervisorListRequest The Call Center Reporting URL and/or

supervisor list of the Call Center has been modified. When the URL is found in the alias, the Call Center is added.

UserServiceUnassignListRequest The Call Center Supervisor Reporting service has been removed from the Call Center. The CCR flags the Call Center as being unused.

5.1.2 Configure the CCR

The CCR needs to be configured to initiate the OCI-R connection to all Application Servers that it supports. It should be noted that the CCR connects to both the primary and secondary Application Servers in a cluster.

In addition, because the CCR must know all the names that it may be referenced by, the aliases that the CCR uses must be configured on the CCR. This usually occurs when the CCR has private and public addresses and hostnames. All addresses or hostnames that are used in the Call Center Supervisor Reporting (CCSR) must appear in this alias list. On the CCR, perform the following steps using the BroadWorks CLI:

1) Set up Open Client Interface (OCI) Reporting for both the primary and secondary Application Servers on the CCR.

Go to CCR/ASOCIReporting and add the IP address of the primary and secondary Application Servers along with the default port of 8025 for both entries.

NOTE: This establishes a connection with each Application Server to process inbound OCI Reporting messages for the three message types configured earlier.

(20)

5.2 Configure the CCR OCI-C Interface

The OCI-Client (OCI-C) interface allows the CCR to get real-time call control information about the ACD. Information such as calls in the queue, and so on, is transmitted on this interface. The CCR relies on the External Authentication feature to allow it to connect without a password. The following steps are required to configure the CCR to make this connection and to enable external authentication.

5.2.1 Configure the Application Server for External Authentication

The Application Server needs to allow all Web Servers to connect via external

authentication for this solution. These steps may be performed on the Application Server using the BroadWorks CLI:

Go to System/NetworkAccessLists/ExtAuth and add each Web Server host address to the external authentication list.

NOTE: For BroadWorks Release 13.0 only, you are also required to add the CCR host address to System/NetworkAccessLists/CAP and set RequireUserAuthentication to “false”.

5.2.2 Configure the Web Server for External Authentication

The Web Servers need to allow the CCR to connect via external authentication for this solution. These steps may be performed on the Web Server using the BroadWorks CLI: Go to OpenClientServer/NetworkAccessLists/ExtAuth and add the CCR host address to the external authentication list.

5.2.3 Configure the CCR to use the OCI-C Interface

The CCR needs to be configured to connect to the Web Server so that it may establish the OCI-C interface.

Go to CCR/OpenClientServer and add the Web Server cluster fully qualified domain name (FQDN) and the default port of 2208.

NOTE: You must restart the CCR for the CLI changes to take effect.

5.3 Additional Configuration Tasks 5.3.1 Network Time Protocol (NTP)

The NTP must also be set so that real-time counters such as time in queue are reflected accurately, independent of the geographic location of the network operations center (NOC) and the agents.

Enable the Network Time Protocol (NTP) service on the Web Server: 1) Set up the Web Server as a source NTP service,

OR

(21)

For more information on setting up the NTP service, see the BroadWorks Software

Management Guide [1].

(22)

6 Activation Workflow and Configuration Details

6.1 Required Pre-configuration

The following workflow assumes that the enterprise or business group is already created. Enterprises with multiple sites (or groups) may have the Call Center created in any site, but if the Call Center supports multiple sites, it is suggested that it be part of the “Front-Office” site for better management. For more information, see the Quick Start Express – Enterprise documentation.

In addition, it is assumed that the users have been created with the minimum service set as stated in the user types. The users may use any device in this solution, but one that has Advanced Call Control (ACC) provides the best usability.

6.2 Configure the Call Center’s ACD/Queues

A Call Center may have one or many ACDs that distribute the calls to the agents. Each ACD needs to be created independently using the following steps:

1) Create ACD.

2) Configure addressing (number and extension). 3) Assign services to ACD.

4) Configure Call Center Supervisor Reporting (CCSR). 5) Configure Voice Messaging.

6) Configure Directory Number Hunting (Optional – only for Direct Agent Access functionality).

6.2.1 Create ACD

The ACD is the queue that distributes calls to the agents. This section details the attributes that should be set for the solution to perform correctly.

Attribute Configuration

Password The password is used in the Supervisor client to view the queue in real-time and is configured in the client.

Allow Call Waiting on agents The value is set to:

“False” – for standard Call Centers “True” – for high-volume Call Centers

Queue length The value is set to the number of callers to allow in queue before it overflows. The maximum value is “50”.

Allow agent logon/logoff This needs be set to “true”.

Enable guard timer This needs to be set with a timer of “5” or more seconds. Skip to next agent after This should be set to prevent callers from being lost to an agent

(23)

Open Client Interface-Provisioning (OCI-P) Command Reference

Schema File: OCISchemaServiceProvider.xsd

<xs:complexType name="GroupCallCenterAddInstanceRequest"> <xs:complexContent>

<xs:extension base="core:OCIRequest"> <xs:sequence>

<xs:element name="serviceProviderId" type="ServiceProviderId"/> <xs:element name="groupId" type="GroupId"/>

<xs:element name="serviceUserId" type="UserId"/>

<xs:element name="serviceInstanceProfile" type="ServiceInstanceProfile"/> <xs:element name="policy" type="HuntPolicy"/>

<xs:element name="huntAfterNoAnswer" type="xs:boolean"/>

<xs:element name="noAnswerNumberOfRings" type="HuntNoAnswerRings"/> <xs:element name="forwardAfterTimeout" type="xs:boolean"/>

<xs:element name="forwardTimeoutSeconds" type="HuntForwardTimeoutSeconds"/> <xs:element name="forwardToPhoneNumber" type="OutgoingDN" minOccurs="0"/> <xs:element name="enableVideo" type="xs:boolean"/>

<xs:element name="queueLength" type="CallCenterQueueLength"/> <xs:element name="allowAgentLogoff" type="xs:boolean"/> <xs:element name="playMusicOnHold" type="xs:boolean"/> <xs:element name="playComfortMessage" type="xs:boolean"/> <xs:element name="timeBetweenComfortMessagesSeconds" type="CallCenterTimeBetweenComfortMessagesSeconds"/>

<xs:element name="enableGuardTimer" type="xs:boolean"/>

<xs:element name="guardTimerSeconds" type="CallCenterGuardTimerSeconds"/> <xs:element name="agentUserId" type="UserId" minOccurs="0"

(24)

Web Screen Reference

Figure 7 Web Screen Reference – Create ACD

6.2.2 Configure Addressing (Number and Extension)

Typically, the ACD is provided with an extension only because all external access to the ACD is provided by the Auto Attendant/IVR configured in the next step.

It should be noted that in Releases 14.sp2 and lower, a directory number is required for reporting to be accurate. Release 14.sp3 fixes this deficiency.

OCI-P Command Reference

(25)

Web Reference

Figure 8 Web Reference – Configure Addressing

6.2.3 Assign Services to ACD

The following services are required to be assigned to the Call Center:

Call Center Supervisor Reporting

The Call Center Supervisor Reporting (CCSR) service enables the functionality in this solution, including the enabling of reporting and the BroadWorks Agent and Supervisor clients.

The Voice Messaging User service allows the Call Center to have a voice messaging box for overflow. Note that this assumes that Voice Mail is implemented within the group and that External Voice Messaging is not being used.

In addition, if this ACD is to receive calls that go unanswered in the Direct Agent Access Overlay functionality, the Directory Number Hunting service also needs to be assigned

<xs:complexType name="UserServiceIsAssignedRequest"> <xs:complexContent>

<xs:element name="userId" type="UserId"/> <xs:choice>

<xs:element name="serviceName" type="UserService"/>

<xs:element name="servicePackName" type="ServicePackName"/> </xs:choice>

(26)

Web Reference

Figure 9 Web Reference – Assign Services to ACD

6.2.4 Configure Call Center Supervisor Reporting (CCSR)

The Call Center Supervisor Reporting (CCSR) service defines the URL that the clients use to connect to the CCR and the list of supervisors for this ACD. This section details the attributes that should be set for the solution to perform correctly.

Attribute Configuration

Reporting Server URL This is the http address that the clients use to access the CCR. Assigned Supervisors All users that are supervisors of this ACD are set here. Note that a

supervisor may or may not be an agent on the ACD.

<xs:complexType name="GroupCallCenterModifySupervisorListRequest"> <xs:complexContent>

<xs:element name="reportingServerURL" type="URL" nillable="true" minOccurs="0"/>

<xs:element name="supervisorUserIdList" type="ReplacementUserIdList" nillable="true" minOccurs="0"/>

(27)

Web Reference

Figure 10 Web Reference – Configure Call Center Supervisor Reporting

6.2.5 Configure Voice Messaging

Voice Messaging for the Call Center has a configuration that is similar to other users on the system and is not detailed in this document. For more information, see the voice messaging documentation.

6.2.6 Configure Directory Number Hunting (Optional)

This should only be configured if you are enabling the Direct Access to Agent functionality. The Directory Number Hunting service directs unanswered calls to agents (to the

configured queue). Each agent to receive this functionality should be selected in one ACD in the Call Center. An agent may only be in the Directory Number Hunting group.

<xs:complexType name="GroupDirectoryNumberHuntingModifyRequest"> <xs:complexContent>

<xs:element name="agentUserIdList" type="ReplacementUserIdList" nillable="true" minOccurs="0"/>

(28)

Web Reference

Figure 11 Web Reference – Configure Directory Number Hunting

6.3 Create the Auto Attendant/IVR Entry Point

The BroadWorks Auto Attendant (AA) is the entry point to the Call Center and provides an automated IVR that allows users to choose options that can direct them to the correct ACD. The Auto Attendant creation is a three step process that involves:

1) Creating the Auto Attendant

2) Configuring the Business Hour menu 3) Configuring the After Hour menu

Typically it is the Auto Attendant that provides the night service function for ACDs although there are night service capabilities that may be configured on individual ACDs.

Since the configuration of the Auto Attendant is done for other business purposes, the details of configuration are not included in this document. For more information, see the relevant Administration Guide.

6.4 Configure the Agents

Agents are users in BroadWorks and have no additional configuration that is required. The agents are required to have the services assigned as indicated in the user type section mentioned previously.

The agents must have access to a PC with the BroadWorks Agent client installed. For information on the installation of the client, see the BroadWorks Call Center Administrator

(29)

6.5 Configure the Supervisors

Supervisors are also BroadWorks users in the system, but require additional configuration to perform their supervisor roles. The supervisors are required to have the services assigned as indicated in the user type section mentioned previously.

The supervisors must have access to a PC with the BroadWorks Supervisor client installed. For information on the installation of the client, see the BroadWorks Call Center

Administration Guide [2].

The additional configuration of the supervisors includes “Select Supervised Agents”.

6.5.1 Select Supervised Agents

For each ACD that the supervisor is responsible for, the agents of that ACD who are being supervised need to be selected.

<xs:complexType name="UserServiceIsAssignedRequest"> <xs:complexContent>

<xs:element name="userId" type="UserId"/> <xs:choice>

<xs:element name="serviceName" type="UserService"/>

<xs:element name="servicePackName" type="ServicePackName"/> </xs:choice> </xs:sequence> </xs:extension> </xs:complexContent> </xs:complexType> Web Reference

(30)

(31)

7 Recommended

Capacities and Configuration

The following guidelines are recommended for best performance and usability. For the provisioning guidelines, see the System Engineering Guide [3].

Item Recommended Guideline

Number of Agents in an ACD < 50

Number of Agents per Supervisor < 20

Number of Supervisors per Agent 1-2

NOTE: Supervisor monitoring of agents consumes resources from the call processing engine. Keeping the number of supervisors who are monitoring agents to a minimum should be a desired configuration.

ACD Guard Timer 5-10 seconds

In addition, the following maximums exist:

Item Maximum

(32)

8 Restrictions and Limitations

The Wrap-Up state for agents is implemented using the Do Not Disturb (DND) service in early versions. This implementation causes the following limitations. However, these limitations are removed when deployed with BroadWorks Release 14.sp2 and BroadWorks Call Center 14.0 clients.

− Agents will not receive personal phone calls when in Wrap-Up state.

− Agents will not receive phone calls when in Wrap-Up in a High-volume ACD. − Agents can cause Wrap-Up issues if they set their Do Not Disturb status

manually.

(33)

Acronyms

This section lists the acronyms and abbreviations found in this document. The acronyms and abbreviations are listed in alphabetical order along with their meanings.

AA Auto Attendant

ACC Advanced Call Control ACD Automatic Call Distribution Admin Administrator

API Application Programming Interface

AS Application Server

BW BroadWorks CAP Client Application Protocol CCR Call Center Reporting Server

CCSR Call Center Supervisor Reporting Service CDR Call Detail Record

CLI Command Line Interface CPE Customer Premises Equipment

CS Conferencing Server

CWT Call Waiting Tone

dBm The power ratio in decibel (dB) of the measured power referenced to one milliwatt (mW).

Dbmo The level of a signal as specified in dBmO, is the level of that signal (in dBm) as measured at the reference point of the network.

DND Do Not Disturb

HTML Hypertext Markup Language Hz Hertz

IMS IP Multimedia Subsystem IVR Interactive Voice Response MGCP Media Gateway Control Protocol NOC Network Operations Center

NS Network Server

NSSync Network Server Synchronization NTP Network Time Protocol

OCI Open Client Interface

OCI-C OCI-Client

(34)

OS Operating System OSS Operations Support System

PM Performance Measurement

(35)

References

[1] BroadSoft, Inc. 2007. BroadWorks Software Management Guide, Release 14.0. Available from the BroadSoft Boulevard at https://www.broadsoft.com/boulevard. [2] BroadSoft, Inc. 2007. BroadWorks Call Center Administration Guide, Release 13.0.

Available from the BroadSoft Boulevard at https://www.broadsoft.com/boulevard. [3] BroadSoft, Inc. 2007. BroadWorks System Engineering Guide, Release 14.0.

Call Center Solution Guide