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Anthony Lopez
alopez@arcsolutions.com
209-475-9370
2009 Arc Solutions. All rights reserved.
Meet Arc
Optimize person-to-person communications in the
Enterprise
Design and develop UC Business Applications Exclusively for Cisco
In-house design, development, integration & testing
Global Sales, Marketing & Technical Support
Presence in EMEA, USA, Middle East & Asia-Pacific
Technology Development, Solutions Plus, and OEM
Partner
Strong working relationships with product and technical
personnel within Cisco Similar to a Cisco Business Unit
Tight alignment with Cisco Product, Marketing, Sales, and
Engineering Teams
Sophisticated Console and Directory Solutions
Software available directly from Cisco or Certified Reseller
Console of choice from UCBU and Advanced Services
Out of Box and Custom Application Solutions
Its all about the data . . .
2009 Arc Solutions (International) Ltd. All rights reserved.
Agenda
Ciscos Operator Console Portfolio
Cisco Unified Consoles
Arc Enterprise
Application Decision Tree
Perspective on
Cisco Attendant Console - CAC
Many basic features needed
Lacks Transfer recall, directory & search customization, segmented Call
Park
Little call in queue info, operator statistics, supervisor package, multitenant features
OEM
Not supported in all countries
&
Not architected for Right to Left language support
End of Sale
Has Accessibility issues
process to
ease customer
Not architected for JAWS screen reader for sight impaired
impact
Had to remove Support for JAWS from all docs (doesnt work)
Future needs also on the horizon
Vista/Windows7 support, CUPS Presence & Web 2.0 integration will be
critical
Multi-year development required to address customer needs & to be at
competitive levels
Cisco Attendant Console is aging, last new feature introduced 04
Many customer problems
Recently decreased the number of supported CACs per cluster
Many major escalations in last 18 months
2009 Arc Solutions (International) Ltd. All rights reserved.
Console Positioning
Customer requirement
Multiple queues
Comfort messages
Call recording
Large, multi feed directory
Multiple vendor presence integration
Comprehensive reporting
Resilience
Multiple queues
Large directory
CUPS presence integration
>500 directory
Multiple queues
<500 directory
Departmental
Operator
Small business
Type of sale
Global Enterprise
(>50,000 phones)
Arc Enterprise
Large enterprise
(>20,000 phones)
Mid Market
(<500 phones)
Small
Business
Arc Express
Business
-Rules Driven
ACD
Queuing
Call
Contro
l
Outlook
Calendar
information
Alternate
contacts
Absence notes
Returning calls
information
Parked Calls
Speed Dials
Unlimited Queues
Directory Features
Directory of 100,000
100 Operators
Email Notification
Supervisor Client
Monitoring, Reporting,
Logging
Unlimited Queues
Directory Features
Directory of 100,000
450+ Operators
MOC Integration
Outlook Integration
Redundancy
Multi-Tenant
Serial Calling
XML Presence
XML Whisper
Click to Dial
Directory Integration
Java Midlet
Supervisor
Supervisor Function
Visual Statistics
Real-time monitoring
Graphical reporting
Live changes
Report templates
Over 285 reports
Inbuilt PDF creator
Measure performance
against a service level
PC Wallboard
No Call Control
Visual Alarms
System Administration
Concurrent Usage Licensing
Applications Architecture
Operator
Console
Supervisor
Wallboard
Phone
Applications
Windows Server
TAPI / CTI
SQL
Server Requirements
The Arc Server application needs to run on a dedicated
hardware server platform. No other applications must
run on this server.
Pentium 4 2.2 GHz
40 GB Hard Drive
2G RAM
Windows 2000/2003 server
Microsoft SQL 2000/SQL 2005
SQL Express 2005 for smaller installations
All Arc applications are provided as Arc software only.
The partner/customer has to source the hardware and
Microsoft software/licenses
All Arc applications are based on concurrent usage
licensing
2009 Arc Solutions (International) Ltd. All rights reserved.
Pricing At a glance
Arc Express
SP-ARC-XPS-ATT-CON
CUDAC
CUD-ATT-CON
CUBAC
CUB-ATT-CON
CUEAC
CUE-ATT-CON
Arc Enterprise Console
SP-ARC-ENP-ATT-CON
(maintenance purchased from Arc Solutions)
(Arc List Pricing)
Arc Enterprise Server
Arc Enterprise Console
Arc Enterprise Supervisor
Arc Whisper Page (100 Seats)
Arc XML Presence (100 Seats)
Arc Wallboard
$1095
$1395
$2195
$3000
$4800
$5000
$2495
$2995
$1500
$800
$995
Implementation
Scalability
Features
Upgradeability
Supported
by
Enterprise
Premium
(full)
Manual CUCM
configuration,
wizard install, more
complex requiring
training or ideally
Arc installation +
PS
Up to 100 console
clients, ++queues,
dual failover server,
up to 150,000
entries
Presence, extended
searching,
phonetics, failover,
international dial
plan support, in
queue messaging
Upgrade or add on
any feature in Arc
portfolio including
Precision, SA, TI,
Witness, etc
Arc Solutions or
reseller
(support
contract
required)
Enterprise
S+
(Solutions
Plus)
Manual CUCM
configuration,
wizard install, more
complex requiring
training
Up to 100 console
clients, normal
queue limitations,
up to 100,000
directory entries
Core console
features with
Whisper Page only.
No
Arc Solutions or
reseller
(support
contract
required)
CUEAC
25 consoles,
100,000 directory
entries, max 50
queues. Directory
imported from CUCM
Subset of Enterprise
S+. No Whisper,
Presence, Diverse
telephony features
No
Cisco TAC
6 consoles, 500
directory entries,
max 3 queues.
Directory imported
from CUCM
Subset of Enterprise
S+. No Whisper,
Presence, Mid
Market level
telephony features
No
Cisco TAC
10 consoles as 5
pairs each with
access to 1 queue
<=150 databased
entries imported
from CUCM
No queues window,
Whisper. Basic
telephony features
for team answer
functionality
No
Cisco TAC
Cisco Unified
Business
Attendant
Console
CUBAC
Cisco Unified
Business
Attendant
Console
CUDAC
Cisco Unified
Business
Attendant
Console
Operator centers
Spotting an opportunity
Majority of incoming calls not managed by DID or call center
High internal call traffic
Role based personnel
Decision Tree
START
Is this for
Communications
Manager Express?
YES
Recommend
Arc Express
Console
Engage Arc
Through Reseller
NO
Do you need:
LCS Integration
Outlook Integration
LDAP Integration
Monitoring
Reporting
Redundancy
YES
Presentations
Questions
Demos
RFPs
Pricing
Discovery
Enterprise Console
Business Console
Department
Console
Arc Enterprise
NO
How Many Users are in
your CM Directory?
Recommend
Unified:
25+
Recommend
Unified:
Enterprise Console
25,000+
50025,000
150-500
1-25
1-6
Business Console
100-150
1-2
Department
Console
Application Discovery
Discovery Questions
Do you ever get calls for people who have left the company?
Do these calls end up in ex-employee voicemail with no return call?
2. Do you ever get calls for employees in particular departments?
What is the process for look up and transfer?
3. Do you ever get calls for employees that are not in your directory?
How do you handle these calls?
4. Do you ever get calls for employees in other locations or on other systems?
How do you handle these calls?
5. Do your operators need to coordinate a physical replacement for breaks and off hours?
How do you handle operator calls in remote locations?
6. Do your supervisors and managers need to provide a certain level of service for their operators and help desks?
How are things measured today?
What is the process for measuring?
7. Do your operators leverage instant messaging to interact with employees?
Is presence a key component to how they interact with Instant Messaging?
8. Do your operators have visibility into employee calendars or room scheduling?
Is the tool integrated into their telephony system?
9. Do you have multiple sources of information/directories that need to be accessed by your operators or
employees?
How many directory sources do you have? (CallManager, Active Directory, Exchange, Unity, SAP, Internal etc)
Are these all managed separately?
Which of these contain information pertinent to an Operator (probably more than one)
10. Do your Operators take a lot of internal calls?
Are these calls mainly from employees trying to reach colleagues in other locations or departments?
How about pushing it out to the phones, or an intranet based directory?
How about through a Speech interface
1.
Application Discovery
Business Value Usage Questions
Q
When your company receives a call for an employee who is no longer with the company, would it be beneficial to be able to tell
the caller that the employee is no longer with the company, and transfer the call to someone in the same department and
perhaps with the same job title, rather than transfer a call to a voicemail box that will not get checked?
When your company receives calls for new employees, or for employees in particular departments, would it be helpful if, your
operator sent all of these calls to the right party the first time?
When an operator from a remote branch leaves for a break, emergency, or at the end of the business day, would it be helpful if
the calls can overflow to an operator in an alternate location, but still be answered with a greeting from the local office or
department?
When a call comes in for an employee or a department, would it be beneficial for your operator to have
visibility into the employees presence and calendar information? If the employee is in a meeting, would it
be helpful to send a visual message to the screen of the phone in the meeting room?
When a call comes in for an employee who has an out of office message set, would it be valuable to inform
the caller of the greeting before offering to transfer the call to voicemail?
If that same person was travelling and had an alternate number that she could be reached at, would it be
helpful to transfer the call to an alternate number rather than a message system?
Would it be valuable to streamline the update process to have a central management point for all of these
directory integrations?
Would it be valuable to take the directory that the Operator has and push it to the company on an intranet
site with click to dial, an xml service on an IP phone, and a natural speech interface?
Local References
Babcock and Brown
Levi Strauss
Bass Pro
Heffernan Insurance Group
City of Sacramento
Oakland School for the Arts
2009 Arc Solutions (International) Ltd. All rights reserved.
Global References
Summary
Ciscos Operator Console Strategy
Cisco Unified Consoles
Arc Enterprise
Decision Tree
THANK YOU!!
Anthony Lopez
alopez@arcsolutions.com
209-475-9370