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0 Product Description SIP Server Solution Restricted availability under PCS (Premium Customer Support) only.
Table of Contents
1 2 New in GCE Release 1.0 .................................................................................................... 3 SIP-based solution at a glance ............................................................................................ 4 Introduction ............................................................................................................................. 4 What is SIP? ........................................................................................................................... 4 Why SIP in Genesys Compact Edition? ................................................................................... 4 3 Key Concepts and Architecture ........................................................................................... 4 Key Concepts.......................................................................................................................... 4 Architecture............................................................................................................................. 5 4 Solution Details ................................................................................................................... 5 Overview................................................................................................................................. 5 SIP solution components ......................................................................................................... 5 Profile Management ................................................................................................................ 6 Creating Phone Sets ............................................................................................................... 7 Creating Trunks ...................................................................................................................... 7 5 Stream manager features.................................................................................................... 8 Creating and Managing Voice Announcements ....................................................................... 8 Supervisor Functionality .......................................................................................................... 9 Agent Personal Greeting ......................................................................................................... 9 Call Origination Whisper ........................................................................................................ 10 6 Genesys SIP endpoint connector ...................................................................................... 11 SIP Endpoint Connector .................................................................................................... 11 7 Glossary ........................................................................................................................... 11 Abbreviations ........................................................................................................................ 11 8 Additional Resources ........................................................................................................ 11
Table of Figures
Figure 1: GCE SIP R1.0 .............................................................................................................. 5 Figure 2: SIP Architecture............................................................................................................ 6 Figure 3: Profiles Defined by Tech Support only .......................................................................... 7 Figure 4: Applying Profiles on Phone Set Creation ....................................................................... 7 Figure 5: Applying Profiles on Trunk Creation .............................................................................. 8 Figure 6: Managing Voice Announcements.................................................................................. 8 Figure 7: Agent Greeting at Service Level.................................................................................... 9 Figure 8: Agent Greeting at Agent Level .................................................................................... 10 Figure 9: Call Origination Whisper ............................................................................................. 10
SIP End-points o o o Alcatel-Lucent 4008/4018 Polycom SoundPoint 335 CounterPath Bria SIP Soft-phone
SIP Server stream manager agent/caller greeting features o o Call Origination Whisper Mode Agent Personal Greetings
Support for Microsoft Windows 2008 Server and Microsoft SQL Server 2008 Visual CC Personalization of background image and colors Serviceability Maintenance Alarm to business partner Changes in licensing structure Visual IVR per port licensing New SIP Server per seat license Master Visual CC License discontinued CC Teamer available on quotation by Professional Services, only Seat Limit The seat limit remains at 150 seats on the Genesys Compact Edition. However under approval by Genesys Compact Edition R1.0 November 2010 3 Ref: 8AL020043330TCASA Ed01
the Country Unit leader and Product Management the solution can grow up to 300 seats. Please refer to technical support for technical details on performance under single server deployment.
What is SIP?
SIP is an application layer protocol for setting up sessions to enable real-time communications in an IP network. It is defined in RFC 3261. SIP is not a vertically integrated communications system; rather its a component that can be used with other IETF protocols to build a complete multimedia architecture. Typically these architectures will include protocols such as the Real-time Transport Protocol (RTP) for transporting real-time data and providing QoS feedback, and the Real-Time streaming protocol (RTSP) for controlling delivery of streaming media. In the next two to five years, Session Initiation Protocol (SIP) standards will have a significant impact on enterprise communications. The promise of SIP is that it will allow enterprises to operate in an open environment in which they can combine best-of-breed communication solutions and third party devices, as needed, into a single SIP-based framework. SIP value propositions are: Versatility SIP can be used for telephony, notification services, location services, collaboration chat and conferencing. Extensibility SIPs internal structure makes it easy to add new primitives, i.e., signalling protocol elements without disrupting existing primitives. Multimedia at the core SIP natively takes into account audio, video and text sessions. Mobility across IP networks a registration and location mechanism enables mobility of endpoints over various IP networks. IT-friendly SIP leverages other existing, well-established Internet protocols, such as Domain Name System (DNS) and Simple Mail Transfer Protocol (SMTP). SIP also leverages Internet Protocol Security (IPSec) and Secure Sockets Layer/Transport Layer Security (SSL/TLS) to provide session encryption and security.
Channels
End Customers
Regardless if SIP-based or OXE-based, the solution should be easy to install, easy to configure, easy to use and easy to maintain. The Visual CC caters for all of the above needs by including the configuration of the SIP parameters and associated objects. This simplifies the tasks of the administrator with a one-stop configuration place for the whole contact center.
Architecture
The SIP-based Genesys Compact Edition leverages the components of the Genesys 8.0. Please refer to GCE Product Description documents additional details.
IP
Stream Manager
SIP Server
Corporate PBX
PSTN
4 SOLUTION DETAILS
Overview
This section describes the components that make up the solution and the features supported by the SIP-based solution.
SIP Server is the software component that provides an interface between the telephony hardware and the rest of the Genesys Compact Edition solution. It translates and keeps track of events and requests that come from, and are sent to the telephony device. SIP Server is a TCP/IP-based server that can also act as a messaging interface between SIP Server clients. Stream Manager 7.6 is a media server that generates and processes media streams in Real-time Transport Protocol (RTP) format, providing such functionalities as the following: Playing announcements Recording streams into files Making conference calls Silent voice monitoring Whisper coaching
The Visual CC remains as the only interface to manage the SIP-based solution. All parameters concerning the trunk from the gateway to the GCE solution and the SIP Endpoints are configured and managed in the Visual CC with an administrator profile.
Profile Management
In order to simplify the configuration of the SIP solution, we have introduced configuration profiles which consist of key-value pair parameters common to the same object type. The creation and modification of the profiles are accessible by Technical Support only. Set of profiles are already created by the solution and the profiles are applied upon creation of phones or trunks. Most parameters are common for a type of phone, e.g., all Alcatel-Lucent 4008 have common parameters. The option to apply profiles when defining the objects will assist in reducing deployment time.
However, even if most of the parameters are common to phone or trunk type, i.e. profile level, some parameters may need to be modified on each phone set. In this case, while defining a parameter, a profile option will permit changing the value on phone set/trunk configuration.
Creating Trunks
Similar to the phone set creation, applying a predefined profile when creating a trunk is available on the SIP solution only. For each supported gateway, a predefined profile with trunk parameters can be applied upon the creation of the trunks.
Supervisor Functionality
Similar to the OmniPCX Enterprise functionalities, the SIP-based GCE solution is able to offer the following supervision functionalities: Barge in enter into a conversation with both the caller and the agent without any invitation Silent Monitoring - listen to a conversation between a caller and an agent without any invitation. Whisper Coaching/Monitoring enter into a conversation with the agent only without the customer being aware. These functionalities are available with the Genesys Agent Desktop only.
Option 2: The second option is to configure the greeting at agent level. This option allows the agent to provide a personalized greeting before the call is connected. When option 2 is configured, it overwrites the configuration in option 1, i.e. it replaces the announcement configured at the service configuration.
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7 GLOSSARY
Abbreviations
SIP: Session Initiation Protocol CIM: Customer Interaction Management TCO: Total Cost of Ownership ROI: Return On Investment SDK: Software Development Kit CRM: Customer Relationship Management ERP: Enterprise Resource Planning CTI: Computer Telephony Integration SRL: Standard Response Library GUI: Graphical User Interface AIL : Agent Interaction Layer SDK TDM: Time Division Multiplexing VoIP : Voice over IP QoS : Quality of Service
8 ADDITIONAL RESOURCES
The following is a non-inclusive list of GCE sales enablement tools in support of the Agent Desktop PC component. Sales Resources GCE Feature List GCE Positioning Presentation Genesys Compact Edition R1.0 November 2010 11 Ref: 8AL020043330TCASA Ed01
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GCE Overview Presentation GCE Agent Desktop Presentation GCE Universal SDK and Connectors Product Description GCE SIP Product Presentation GCE Visual CC Product Description & Presentation GCE Glossary Customer facing collateral Genesys Contacts GCE Brochure GCE Product Marketing Manager GCE Product Manager Susan Stearman
Kentis Gopalla