01 introduction to ipcc system issue1.0
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The document provides an overview of call centers and IPCC (Internet Protocol Contact Center) systems. It discusses the evolution of call centers from earlier generations to IP-based systems. It also summarizes the typical components and architecture of an IPCC system, including media servers, databases, and call flows. Key components include the UAP (Universal Access Platform) for call handling, CCS (Call Center Server) for call management, IVR (Interactive Voice Response) for automated services, and various media servers. The document outlines sample call flows for voice, email, fax, and SMS interactions with the IPCC system.
01 introduction to ipcc system issue1.0
- 2. l UAP: The U-SYS universal access platform (UAP8100 for short) is developed by Huawei and is used for both narrowband and broadband access. It is the next generation product of C&C08-Q and inherits features of C&C08-Q. The UAP8100 provides abundant media resources and powerful networking capability. Therefore, it provides call access, agent, and media resource functions for IPCC.
- 4. l The part mainly introduces the concept of call center, the development step of call center, the concept of IPCC, the typical service of IPCC.
- 5. l There is no fixed and definite concept for the call center. The initial definition of the call center is a place where quantities of incoming calls are processed in a centralized way. The definition of the call center is more definite after the emergence of the CTI technology. l The definition of the call center is a system integration product with powerful communication and data processing capabilities based on the CTI technology. l The connotation and denotation of the call center are extended along with the development of Internet technology. Besides the original telephony mode, the access modes of the call center include voice, text, pictures, and so on. Meanwhile, the call center can integrate the Web technology, thus implementing more powerful information interaction function.
- 6. l First generation p The customer call directly connect to some specified telephone, all of the calls are answered by agents. This is the same as the normal call. l Second generation p Based on switch, there is ACD (Automatic Call Distribution) for call accessing. It can provides the call queue and agent queue for call center. In this generation, there is IVR (Interactive Voice Response). This is a very powerful function to call center. l Third generation p CTI (Computer & Telephony Integration) is the most important technology for call center. After CTI, we can connect service computer to telecom communication network l Fourth generation p Because of 3G and NGN network, we need to connect call center to IP network. IPCC is based on soft-switch network, provides more capacity and more service.
- 7. l IPCC provides the DTMF, play prompt, record voice, IP agent and so on in PSTN/PLMN. Except that, IPCC can provide play prompt, IP agent, play media(H.263,MPEG4) and so on in NGN/3G network.
- 8. l The TopEng-IPCC is an intelligent device platform with personalized processing capability. It can process many manual or automatic services such as processing complaints, recommendations, consultations, call fee query, phone number query and integrated information service. It provides powerful service creation capability so that operators can create, modify and adjust services according to their actual requirements.
- 9. l The Huawei networked call center can distribute calls uniformly in the whole network or among multiple isolated call centers. It implements the call distribution, resource and load sharing within the whole network, thus realizing the target of “one point access, whole network service”.
- 10. l Enterprise call centers (ECCs), namely, virtual call centers (VCCs), are created by enterprises or organizations based on the public call center platform rent from operators. The call center operator constructs one call center, creates VCCs for enterprises and allocates resources (agents, automatic flows, and so on) to enterprises. l A VCC has the following features: p Compared with a conventional call center, the initial investment of a VCC, especially the investment in device purchase, is lower. p A VCC can easily be integrated with the IT platform of an enterprise or an organization, so there is small amount of workload for customization. p A VCC provides solutions for various levels, from the most economic and simplest mode to the comprehensive CTI function, and each solution is easy to upgrade.
- 11. l This is an important extended function of IPCC, it provides users with such services as reserved calls, mass calls, telephone advertisement (marketing) and telephone notification of defaulting call fee. l The automatic call function of the IPCC is implemented through the Outbound call management system, and it can support the skill queue, IVR, e-mail and fax calls. Users can, according to their own requirements, customize outgoing call tasks, including outgoing call conditions and outgoing call contents. Once the outgoing call conditions are met, the Outbound call management system can make automatic outgoing calls.
- 12. l The part mainly introduces the architecture, system components, functions of main components of IPCC.
- 13. l The IPCC adopts the design that is independent from accessed media, so it has good openness and extendibility. The system adopts the design concept of separating services from the switching. The service layer and service control layer are separated from the conventional network so that the service implementing layer also has good openness and extendibility. l The system is logically composed of four layers, that is, the media accessing layer, media adapting layer, service supporting layer and service implementing layer.
- 14. l The media accessing layer supports the access of multiple media such as voice/fax, VoIP, Web and e-mail and provides the lower-layer access function for the IPCC.
- 15. l Media adapting layer is responsible for adaptation for various call media. Speech calls, e-mail calls and Web calls are processed to be unified calls so that various media can communicate with the service supporting layer without the consideration of what types the media are.
- 16. l Service supporting layer submits the requirements of the service on calls to the service accessing layer through the media adapting layer, and implements the call control function with the cooperation of the service application layer.
- 17. l Service application layer implements specific service application with the computer network technology and the support of the service supporting layer, media adapting layer and media accessing layer.
- 18. l UAP: (Universal Access Platform）it provides call access, agent, and media resource functions for the call center. l File Server: It stores the prompt voice , agent conversation voice and so on。 l Intess/ CSTA (Computer Supported Telecommunications Applications): The communication protocol between UAP and CTI platform. l CTI-LINK: (Computer & Telephony Integration Link ）This is the communication bridge between UAP and platform。 l ICDCOMM: (Intelligent Call Distribution Communication Service）This is the internal communication protocol of CTI platform. l CTI Server: (Computer & Telephony Integration Server) This is one type of media server in IPCC, it supports the voice accessing. l WebM: (Web Media Server) It provides Web interaction functions such as escorted browsing and text chat, and WECC （Web Enabled Call Center）functions. l MailM:(Email Media Server) It is responsible for processing e-mails sent by users to the mailbox of the call center, that is, transferring the e-mails to specified agents, and finally transferring back e-mail replies made by agents to users.
- 19. l CCS: (Call Center Server), the core of the IPCC, implements management of calls unrelated to media. It provides a standard protocol interface for the lower layer. When various media servers request the CCS for serving calls, the CCS provides call management regardless what media servers are currently requesting. l IVR: (Interactive Voice Response)，it is responsible for solving and carrying out flow files loaded to it. The flow files can be .gsl file which are customized with SCE software or VXML files developed by Voice XML.The flow files can perform specific functions such as automatic voice prompt and user information collection. l Aplogic：(Application Logic Server)，it provides data access proxy to some components of the call center system. In the system, each Aplogic runs in the load sharing mode to ensure the stability of database operations. l UIDB: (User Interface Database) is a database specialized for the IPCC. It is responsible for managing and maintaining customer information data and statistics data of various systems. l MCP: (Management Application Connection Proxy) It executes the message distribution between client and CCS, manages the connection between client and CCS. l iUAS: (Intelligent UNIX Application Server) It provides the access interface for database or protocol. This is used for agent, web work flow, knowledge base and so on. l SCDB: (Service Center Database）This is a specialized database for IPCC. It stores the information for knowledge base, bulletin and so on, and provides the service application authority for agent. l DT Proxy: (Database Transition Proxy) This is a connection proxy for IPCC, such as billing system.
- 20. l The part mainly introduces the call flow classification, the typical call flow of IPCC.
- 22. l 1.The user hooks off and dials. l 2.After receiving the call, the UAP sends a call establishing request to the CTI server. l 4.After receiving the call, the CTI server sends a routing request to the CCS. l 3.The CCS sends an acknowledgement to the CTI server. l 5.After receiving the routing request, the CTI server sends an application to the IRC. According to the system routing policy, the IRC checks the status of system resource occupation through the CCS. l 6.IRC delivers the CCS request to IVR, IVR plays prompt to user. l 7.After hearing the prompt, user select 0 and forward the call to agent. l 8.According to the system routing policy, the IRC checks the status of system resource occupation through the CCS, judges out the routing result, and then returns the result to the CCS. l 9.After receiving the routing result, the CCS returns an acknowledgment to the CTI server, notifying it to schedule the call to the specified agent. l 10.The CTI server sends a call notification to the agent, requesting for an acknowledgement. l 11.The agent returns an acknowledgement to the CTI server. l 12.The CTI server notifies the UAP of the start of the call, and then connects the call to the agent. l 13.User and agent start talk with each other.
- 23. l 1.The user hooks off and dials. l 2.After receiving the call, the UAP sends a call establishing request to the CTI server. l 4.After receiving the call, the CTI server sends a routing request to the CCS. l 3.The CCS sends an acknowledgement to the CTI server. l 5.After receiving the routing request, the CTI server sends an application to the IRC. According to the system routing policy, the IRC checks the status of system resource occupation through the CCS. l 6.IRC delivers the CCS request to IVR, IVR plays prompt to user. l 7.After hearing the prompt, user select 1 and forward the call to billing system. l 8. IVR executes the flow，sends the query request to DtProxy。 l 9. DtProxy sends request to billing system，billing system queries the bill。 l 10. Billing system sends the result to Dtproxy。 l 11. DtProxy sends the result to IVR。 l 12. IVR play the query result to user。
- 24. l 1.The MailM scans the mail box periodically. l 2.The MailM saves the e-mail in the local server. l 3.The MailM sends a routing request to the CCS. l 4.After receiving the routing result, the CCS sends it to the MailM. l 5.The MailM sends an e-mail to the routed agent, requesting for an acknowledgement. l 6.The agent sends an acknowledgement to the MailM. l 7.The MailM sends the e-mail to the private receiving e-mail box of the agent. l 8.The E-mail Server sends a notification to the agent, and then processes the e-mail.
- 25. l 1.The IVR fax incoming process receives a fax. l 2.The IVR fax incoming process sends a request to the database for the skill e-mail box address. l 3.The database returns the skill e-mail box address that corresponds to the fax index number. l 4.The IVR fax incoming process sends a request to the database for related SMTP information. l 5.The database returns the SMTP information. l 6.The IVR automatically sends an e-mail to the skill e-mail box, attaching the *.tif file generated on the FP. l 7.An agent receives the fax (e-mail) and processes it. This step is the same as e-mail call flow, please refer to e-mail call flow. l 8.The agent sends the reply e-mail to the fax outgoing e-mail box. l 9.The Change server checks the e-mail box periodically. l 10.When the Change server detects an e-mail, it generates one or more *.tif files, saves them into a specified directory, and then deletes the e-mail from the e-mail server. l 11.The Change server stores related information (including the fax set number, the absolute faxing path, and so on) into the database.
- 26. l 12.The Change server stores related information such as the bill into the database. l 13.The IVR starts the fax outgoing process after a specified time segment to obtain the fax outgoing record from the database. l 14.The database returns the fax outgoing record. l 15.The IVR fax outgoing process obtains the fax outgoing record to control the FP to send faxes. l 16.If the IVR fax outgoing process successfully sends a fax, it writes a bill into the database. Then finish the process. If the IVR fax outgoing process fails to send a fax, the corresponding records are updated in the database. Then the process ends.
- 27. l 1. IVR executes the flow and gets the SM (short message), including calling party number, called party number. l 2.The IVR short message incoming process sends a request to the database for the skill e-mail box address and SMTP address. l 3.IVR converts the SM to e-mail, sends the e-mail to skill e-mail box. l 4.MailM checks the e-mail box periodically, gets the e-mail. l 5.MailM sends route request to CCS, CCS returns the result. l 6. MailM gets the result, sends the request to specified agent. l 7. Agent answers the request. l 8. MailM send the e-mail to specified agent e-mail box. l 9. Email Server sends message to agent and then handles the e-mail. l 10. Agent receives the e-mail, sends the answer e-mail to agent’s private sent out e-mail box. l 11. MailM scans Email Server periodically, gets the answer e-mail, sends the e-mail to message send out e-mail box. l 12.IVR starts SM sent out flow, get the e-mail from send out e-mail box. l 13.IVR converts the e-mail to SM, sends the SM to SMSC.