Huawei All-in-one Box IPCC Solution

2011/12/12 Security Level:

Huawei All-in-one Box
IPCC Solution

Huawei IPCC Department
www.huawei.com

HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential

Regional Leadership as World-class Players

Huawei continuously Zeacom, 2%
Others
invest in the field of call Mitel, 2% 10%

centers, total 35,000
NEC, 2%

Altitude Software

seats in 2011 2%

Siemens Enterprise Avaya
。 2%
Huawei
38%

4%

Aspect

First in Chinese Market 5%

Fifth in Global Market
Cisco
16%

Alcatel-Lucent
17%

Gartner 2010

HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 2

Content
 ALL-IN-One Solution Highlights
 ALL-IN-One Solution Functions
 ALL-IN-One User Cases


ALL-IN-One Solutions Help SMB Successfully

Unified configuration management
tool, Reducing CAPEX
All-in-one
solutions,
Reducing CAPEX

Perfect after- Mature solution
sales services CAPEX OPEX
system

Simplify installation and configuration,
Reduce system maintenance

Pre-installing software,
Building a complete contact
center platform only need 2
Pre-installed software
hours
Pre-producing configuration
script, Speeding up the
Simplify installation
configuration and reducing the
difficulty of configuration
Reduce
Configured script difficulty of Reducing
configuration ALL-IN-One
and Solution OPEX
maintenance
GUI interface，Graphic
designing and only six
Central Simplify configuration
Configuration
steps to complete the
Sets configuration
B / S architecture, graphic
WAS designing for configuration,
Server monitoring and quality
control

More opening, More flexible

Standard TSAPI interface, easy
to integrate with business
New business
platform
Existing business
system system
Compatible with existing business
system, Protecting customer’s
investment
TSAPI Interface
Easy to integrate with their own
business system, providing a richer
solution

TSAPI Interface
Server

UAP3300


Abundant Function — Meet the
requirements of SMB

Monitor Report
Completely function,
meeting the
A cabinet- requirements of SMB
CTI,IVR
based
Record Routing
solutions
Intelligently
Inspect Huawei’s ALL-IN-One
solution; reducing
ACD,PBX integration work,
improving system
reliability


Voice Conference Record Highlights
High capability

Record real time
Record reliability
Record successful rate

Easy implementation
Conference Low network requirement
room Distributed voice record
Reduce network bandwidth
consumption

High voice quality

 Support multiple record format Multiple voice record
format
 Support agent voice record
Multiple voice process
capability


Content


For Better Understanding
60 IVR and 60 Agents with full record and 99.999% reliability

MCU: 99.999%
reliability Call
... Distribution S8700 * 2
ACD + Media Server
(IVR, E1 Trunk: PSTN
Recording) MGW with 12 E1
G650
IVR & Recording
UAP3300 Resource
AIR+NICE Recording/…

CTI+IVR
Logic
CTI/Smart CTI AIC+AIR

Support
Applications WFM: IEX
WFM/Work Flow/KBS Work Flow: Remedy/…
...
KBS:…

All the Software License is sold by Software version, not by time.
Page 10

Specification(20 Agents)

UAP3300
• PSTN/NGN connection
• Media resources PC Server, IBM X3650M2,
• ACD function 2*Xeon quad-core5504 2.0GHz
8G(4*2G)

Specification
1. One PC Server is used for
1. 20 Agents with voice
CTI/IVR//Monitor/Quality
record
inspection/Jcccbar
2. 40 IVR
2. One PC Server is used for File
3. 60 Trunk
Voice record file storage Server DB/report
=20Agent * 8 Hour * 30 Day * 3
Month/ 97 hour=150G


Specification(50 Agents)

UAP3300
• PSTN/NGN connection PC Server, IBM X3650M2,
• Media resources 2*Xeon quad-core5504 2.0GHz
• ACD function 8G(4*2G)

Specification 1. One PC Server is used for
1. 50 Agents with voice CTI/IVR//Monitor/Quality
record inspection/Jcccbar
2. 70 IVR 2. One PC Server is used for File
3. 120 Trunk Server DB/
Voice record file storage
=50Agent * 8 Hour * 30 Day * 3 3. One PC Server is used for report
Month/ 97 hour=375G


ALL-IN-ONE Box Functions
Basic ability:
 UAP Function: PSTN connection, voice announcement, voice record
resources.
 Routing based on preset skills. Queue function.
 Monitor function. Quality inspection function.
 Agent JCCCbar function.
 IVR function
 Voice record function.
 iWeb report functions
 Integration and customization interfaces
Customization:
 IVR Flow customization
 Routing flow customization

Huawei UAP3300 ACD
Function Specification
 Narrowband and Smaller Dimension.
Powerful Capability 6U，250W
broadband integration
All In One Box 2 MCU board slots
equipment
8 service board slots
 Abundant media Simple configuration
resource function. 3 type service boards
Flexible network structure.
 Flexible network Smooth expansion
structure Telecom Level Reliability

ACD IVR Outbound

FAX TTS Record

PBX ASR Conference


UAP3300-MRS board function

It is controlled by CTI platform and MCU

Call Center Network
File Server TTS/ASR
Platform Management Server It connects to outside network through MCU.

MRS UAP internal network is double plane.
This can ensure the reliability.

One UAP3300 supports 6 MRS boards maximum.
MRS boards are load balance relationship.
MCU MCU

UAP3300 Internal IP
Network MRS Board Function
• Voice announcement
MRS Board • Digital receiving
• Voice record
UAP3300
Internal • Fax ability（T30.T38)
Structure • TTS/ASR integration ability
• Outbound detection ability


CTI Platform-Routing based on preset skill

Number A Agent 1
Telephone Number A Skill 1

Telephone Number B Access Number B
IMS/NGN Skill 2
/PSTN Platform
Telephone Number C Number C
Skill 3
Agent 2

 Each agent has multiple skill abilities. This can increase agent utilization
ratio.
 If agent has multiple skills, each agent’s skill has different level.
 Supports several agent distribution modes, such as optimal skill matching,
average distribution, most skill first, and highest skill level first. Each call can
be distributed to the proper agent.


CTI Platform-CTI System Management Tool

The features of the
configuration
console are as
follows:
Providing a wizard
configuration mode
Managing
scheduled tasks
Adding or deleting
configurations in
batches
Providing the
powerful function of
querying
configuration items


CTI Platform-Monitoring Console with Powerful
Functions
The features of the
monitoring console are
as follows:
Monitoring data items
and supporting the
function of customizing
to-be-displayed
diagrams
Supporting the
customization of the
function that key
indexes are displayed
on the scroll bar.
Managing agent seat
diagrams online
Providing the detailed
indexes of the running
of components


CTI Platform-Quality Control Service
1 2 3 4
QC QC Quality Other
Preparation Appraisal Analysis Functions

QC relationship Media recording QC result analysis General query
management management Analysis of Case management
Appraisal item Extraction policy appraisal item …
management management results
Appraisal template QC plan QC volume
management management analysis
… Playback and scoring Analysis of the
of media records number of special
Real-time SNs
supervision …
…


CTI Platform- Intelligent Report Functions
Traffic report Agent report
 System inbound report  Agent basic information report
 IVR traffic report  Agent login/logout detail report
IVR traffic report (By service type)
Agent rest brief report


 Manual inbound call report
 Agent operation brief report
 Manual inbound call report (By
 Inspection operation brief report
service type)
 Call waiting time report  Agent operation detail report
 Trunk usability report  Agent outbound call brief report
 Online agent amount report  Agent call traffic report
 Agent call traffic report (based on skill
 Provides 17 basic reports. group)
 C/S architecture. Report does not support customization.


CTI Platform
-Multiple Service Development Tool

OPEN API
JTAPI
CCCBAR

COM/DCOM
ActiveX/DLL
SCE Tool VXML Tool

Abundant interfaces C/JAVE development environment.

Abundant Development Tool Development Supporting Team


Voice Conference Record Solution

File Server

E1 Trunk

Core LAN
File Server
Switch
UAP3300

Agent Access
LAN Switch
Media stream
File transfer stream
Agent phone


Agent framework interface
 System provides abundant interfaces for Agent Workplace Development.
› API. ActiveX, CCCBAR, JCCCBAR, JTAPI

SN Area Function

1 Status switch area Show and switch the agent status, such as idle ,connected ,wrap up, busy,etc.

2 Call connection area Hold Call ,Mute Call, Transfer Call and Initial Call

3 Call information area Show the calling party information and call type

4 Operation result area Show the result of an operation performed and display new notes

5 Bulletin and email Handle the bulletin and e-mail message
information area

6 Floating work area After an agent answers a call, the system displays the floating work area according to the
call type.


Multiple Service Development Tools

OPEN API
JTAPI
CCCBAR

COM/DCOM
ActiveX/DLL
SCE Tool VXML Tool

Abundant interfaces C/JAVE development environment.

Abundant Development Tool Development Supporting Team


Content


Worldwide Applications for SMEs

Mauritania Mobile


Helping Vodafone Add Real Value to SMEs

Challenges:
 Full-service operation: from GSM to 3G, FMC & Internet
 Vodafone has more than 85% of SMEs in the enterprise market.
 The churn rate is greater than 30%.
 The partner control capability is weak.

Huawei Solution:
 Business place for developers and partners
 Enterprise gateway: office-in-a-box for SMEs to provide
connectivity, security, and services

Benefits to Customers:

 Service revenue in addition traffic revenue: increased by 30%
 Better partner management, service innovation, and service
creation


Nigeria MTN Case

Number of Subs grows fast

Fast implementation

Smooth expanding to large scale

Nigeria MTN CASE:
•50 seats for first phase.
•Geographic Redundancy.


Ordering secretary in Shanghai 021-57575777
Customer Challenges
 People has generally accepted the way to order in restaurant
by telephone.
 Contact center made by board often overload, even down
when ordering in peak time.

Huawei Solutions
 Keep the original brand - access number 021-57575777
 Compatible with the original carrier access
 Huawei integrated solutions, including carrier-class reliability
ACD, proven anti-surge capability

Customer Value
 Protecting the original customer resources by keeping original access number, original habit of using.
 Huawei‘s ALL-IN-One solutions eliminate the customer’s worries, customers no longer have to worry about
the peak traffic impact for ordering.
 Number of customers’ ordering is rising for the following months


Huawei All-in-one Box IPCC Solution

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