Transcript Presentation PBX info

NEVO-ASC Company
®
automatic communications systems
Application Package
Introducing PBX info-helper
In the modern dynamical business environment usually all
successful companies are looking for enhanced
effectiveness for customer-related activities: In turn, it
requires integration of PBX into existing informational
systems to receive and store in the database data on calls,
phone connection management.
The classic solution is the PBX CTI Link but using it is
rather complicated and labor-consuming process.
Introducing PBX info-helper
The PBX info-helper Application Package makes possible
for PBX to interact with user systems via standard SQLquery procedures which considerably simplifies integration.
First of all, PBX info-helper is targeted to be used by
developer and specialists maintaining manufacture CRMsystems, ICS and ACS.
PBX info-helper Functions
PBX info-helper manages the following:
- Separate call status;
- Routing requests;
- Terminal party equipment status;
- Call-center operator status.
PBX info-helper Functions
PBX info-helper can:
- At the call time to accumulate data in internal variables and
transmit it to workplaces when the connection is transferred
from one customer to another;
- To send queries to an external database basing on internal
variables data and to set internal variable values basing on
request results;
- To branch call processing basing on internal variable data
and complicated rules;
- To interact with external services and applications;
- To manage the calls (routing, hold, transfer, conference ... ).
PBX info-helper Interaction Scheme
1
PBX info-helper Server
1
DLG - ASAI
Protocol
over TCP/IP
TSAPI
3
2
TCP/IP
TCP/IP
Up to ACM 2.X
Enterprise DB
server
Enterprise
AWP ACS
…
…
AES Server with Lic.
4
TCP/IP
ACM 3.X and more
Notation:
1.
2.
3.
4.
Exchange under protocol ASAI and-or through TSAPI :
- From server to PBX – Control and routing queries
- From PBX to server – Routing queries, control events
SQL queries to the enterprise DB server
Interaction via the PBX info-helper client module:
- From server to enterprise AWP ACS – call and call status data
- From enterprise AWP ACS to server – manual call management
AWP ACS interaction with the enterprise database (unimportant for PBX
info-helper).
Using PBX info-helper
Administrator duties include description of the system
reaction on external impacts and development scenarios for
their processing.
PBX info-helper Scenarios
There are several examples of scenarios explaining
principles of operation of PBX info-helper.
These scenarios should not be considered as the only
possible ones. You can develop a scenario for
yourself.
PBX info-helper Scenarios
Agent #1
SPEAKER
HEADSET
The Reception operator gives the
call to Agent No.1
PSTN
7PQRS
*
i 15
j 16
k 17
l 18
Exit
Prev
Next
m 19
n 20
o 21
Hold
p 22
a 07
q 23
b 08
r 24
c 09
s 25
d 10
t 26
e 11
u 27
12
v 28
g 13
w 29
h 14
x 30
Menu
Speakr
Redial
*
J5KL
UT8V
0
Mute
Transfe
ABC
2
1
GHI
4
PQR
7S
#
Ring
DEF
3
M
6NO
W
9XYZ
f
Volume
Information on
the call is
transferred to
PBX info-helper
Party “A”
!
PBX info-helper Server
!
Exchange by DLG - ASAI
protocol over TCP/IP and-or
through TSAPI via AES
Server
PBX info-helper
confirms the customer
“A” ID and sends
command for call
transfer to the Agent
No.1
Query and
receiving by the
Reception
operator
complete
information on
Party “A” basing
on his ID
Querying and receiving the external DB
response with party “A” ID basing on his
number
5JLK
TUV
8
0
DEF
3
6MNO
CONFERENCE
9WXYZ
#
Query and
receiving
by the
Agent No.1
party
complete
informatio
n on Party
A basing on
his ID
Reception
Party “A” sends a
request to PBX
Avaya Definity
ABC
2
1
4GHI
Scr oll
The Reception
operator fills in
the preliminary
call processing
blank formula
Enterprise DB
server
The customer “A” ID is sent to the Agent No.1 workplace
PBX info-helper Scenarios
The
next
scenario
looks
at
slightly
extended case – the known party “A”
needs to have a possibility to contact his
agent not involving the Reception.
PBX info-helper Scenarios
Agent #1
PSTN
SPEAKER
PBX Avaya Definity calls to
Agent No.1
Party “A” sends a
request to PBX Avaya
Definity
Information on
the call is
transferred to
PBX info-helper
Party “A”
!
PBX info-helper Server
!
Exchange by DLG - ASAI
protocol over TCP/IP and-or
through TSAPI via AES
Server
PBX info-helper transmits
to PBX Avaya Definity the
number, where the call
should be distributed
(Number for Agent No.1)
Querying the external database response
with Party "A" ID and agent number
basing on the Party “A” number
Receiving the external database response with
Party "A" ID and agent number (Agent No.1)
HEADSET
ABC
2
1
4GHI
5JLK
DEF
3
6MNO
CONFERENCE
Scr oll
7PQRS
*
TUV
8
0
9WXYZ
#
Query and
receiving by
Agent No.1 the
Party “A”
complete
information
basing on his
ID
Enterprise DB
server
PBX info-helper Scenarios
The next scenario looks at the different
situation – the “A” officer who is outside
the office wants to talk to the officer “B”
who is also no tin the office.
PBX info-helper Scenarios
Party “B”
PBX Avaya Definity calls
party “B”
PSTN
Information on the call
is transferred to PBX
info-helper
Party “A” sends a
request to PBX Avaya
Definity
If the Party “A” was correctly identified the
PBX info-helper sends command to PBX
Avaya Definity to call to the Party “B”
!
PBX info-helper Server
Party “A”
!
Exchange by DLG - ASAI
protocol over TCP/IP and-or
through TSAPI via AES
Server
PBX info-helper receives the
Party “A” ID and the Party “B”
number
PBX info-helper searches in the
external database the Party “A”
number and the Party “B”
number
Enterprise DB
server
This is empty space for your scenario...