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Web Contact Center 
moderator: martin steinmann 
participants: jan-vincent liwanag, kristine mina, danna aduna 
March 11, 2013 / Bentley University / Boston MA 
1
Presenter Team 2 
Danna Aduna Jan Vincent Liwanag Kristine Mina
WHY a New Contact Center Solution ? 
It is time for a new solution that fits into an IT environment 3 
1. Contact centers, like UC, move to IT and the Web 
> Many of our customers asked for a basic but integrated call queuing capability 
> Contact centers need to be connected to the browser for both callers and agents (WebRTC) 
> A software application, fast and scalable yet simple to setup and use 
2. Current solutions are too expensive 
> Hardware centric proprietary solutions are too expensive 
> Web standards replace proprietary CTI interfaces 
> Multi-media w/ click-to-call and click-to-chat 
3. Private cloud based product 
> A product and not just a service 
> Globally networked and scalable
Where are we with openACD? 
Significant progress was made 
>Introduced at CoLab 2012 as a concept 
>Our initial goal is unchanged 
> Call and voicemail queuing with email and chat to follow 
> Up to 500 calls in queue per server, up to 200 agents per server 
> Complete set of core ACD features 
> Modern Web gadget based agent / supervisor portal 
> Initial set of real-time and sliding window statistics 
>Project status 
> Beta release coming up in Q2 
> First GA release scheduled for Q3 
> Talk to us about participating in the beta phase 
4
Key Features of the Core openACD System 
Complete set of core features 
>Highly flexible queuing 
> Skills based call distribution 
> Configurable recipes for queue management 
> Multiple clients can be served (multi-tenant) 
> Designed for multiple media and multiple channels 
> Individual agent skills, away or break codes, wrap-up time, call disposition 
> Agent DTMF controls for operation without agent dashboard 
> Implemented using Erlang, optimized for concurrency and distributed operation, MongoDB 
>Standards based 
> Standard SIP for calls 
> Software only solution that can be clustered 
5
Agent and Supervisor Workstation 
A Fully Integrated Gadget Based UI 
>sipXecs integration 
> Configuration via the sipXecs Web UI 
> Unified account credentials 
>Custom Agent and Supervisor UI 
> Movable gadgets for agent and supervisor customization 
> Tab separation for agent and supervisor gadgets 
> Normal and widescreen layouts 
> Supervisor management of active agents and calls in queue 
>Other Features 
> Real-time and sliding window statistics 
> Configurable Client popups 
> Mashup with other gadgets 
6
Example
Sample Set-up 
8 
TechSupport: 
Tech, English 
Supervisor 
Sales_English: 
Sales, English 
Sales_German: 
Sales, German 
AcmeTech 
Support 
AcmeSales 
English 
AcmeSales 
German 
WidgetTech 
Support 
WidgetSales 
TechSupport380 
SalesEnglish381 
SalesGerman382 
Acme Inc 
TechSupport370 
SalesEnglish371 
SalesEnglish372 
Widget Corp 
Callers 
LINES QUEUES 
AGENTS
Sample Set-up 
9 
TechSupport: 
Tech, English 
Supervisor 
Sales_English: 
Sales, English 
Sales_German: 
Sales, German 
AcmeTech 
Support 
AcmeSales 
English 
AcmeSales 
German 
WidgetTech 
Support 
WidgetSales 
TechSupport380 
SalesEnglish381 
SalesGerman382 
Acme Inc 
TechSupport370 
SalesEnglish371 
SalesEnglish372 
Widget Corp 
Callers 
LINES QUEUES 
AGENTS
Sample Set-up 
10 
TechSupport: 
Tech, English 
Supervisor 
Sales_English: 
Sales, English 
Sales_German: 
Sales, German 
AcmeTech 
Support 
AcmeSales 
English 
AcmeSales 
German 
WidgetTech 
Support 
WidgetSales 
TechSupport380 
SalesEnglish381 
SalesGerman382 
Acme Inc 
TechSupport370 
SalesEnglish371 
SalesEnglish372 
Widget Corp 
Callers 
LINES QUEUES 
AGENTS
Sample Set-up 
11 
TechSupport: 
Tech, English 
Supervisor 
Sales_English: 
Sales, English 
Sales_German: 
Sales, German 
AcmeTech 
Support 
AcmeSales 
English 
AcmeSales 
German 
WidgetTech 
Support 
WidgetSales 
TechSupport380 
SalesEnglish381 
SalesGerman382 
Acme Inc 
TechSupport370 
SalesEnglish371 
SalesEnglish372 
Widget Corp 
Callers 
LINES QUEUES 
AGENTS
Sample Set-up 
12 
TechSupport: 
Tech, English 
Supervisor 
Sales_English: 
Sales, English 
Sales_German: 
Sales, German 
AcmeTech 
Support 
AcmeSales 
English 
AcmeSales 
German 
WidgetTech 
Support 
WidgetSales 
TechSupport380 
SalesEnglish381 
SalesGerman382 
Acme Inc 
TechSupport370 
SalesEnglish371 
SalesEnglish372 
Widget Corp 
Callers 
LINES QUEUES 
AGENTS
Demo
Architecture
Powerful Distributed Architecture 
Integrated with sipXecs 
15 
External 
Systems 
sipXecs Stack 
Proxy Server 
Media Server 
(FreeSwitch) 
Configuration Server MongoDB 
(agents, queues, skills, 
clients, etc.) 
OpenACD 
Statistics and Reporting 
Agent Dashboard
Web UI and APIs for Agent / Supervisor Dashboards 
>Web UI is built on HTML/CSS/JS 
>API built on JSON-RPC 2.0 and Events via WebSockets 
>Gadget and Tab based UI for customizability and extensibility 
16 
Browser JSON-RPC 2.0 API 
Websocket
Next Steps
Next Steps - Roadmap 
2013 and beyond 
18 
>Start Beta phase for the first release 
>We will add incremental capabilities through the rest of the year 
>Extending openACD to become able to fully replace existing formal contact 
center solutions 
> Historic reporting package 
> IM integration for agent / supervisor communication 
> Redundancy and scale: Clustered operation 
> IVR frontend 
> Cloud hosted or private cloud deployment options 
> Distributed agent population (global queues)
Demo Slides 
19
Installation 
System > Servers > Call Center 
20
Configuration 
Features > Contact Center 
21
Demo Configuration 
Features > Contact Center > Agents 
22
Demo Configuration 
Features > Contact Center > Lines 
23
Supervisor Session 
Dashboard 
24
Supervisor Session 
Managing agents and queues 
25
Agent Experience 
Log-in 
26
Agent Experience 
Dashboard 
27
Agent Experience 
Receiving a call 
28
Agent Experience 
Call processing 
29
SIPfoundry CoLab 2013 - Web Contact Center

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SIPfoundry CoLab 2013 - Web Contact Center

  • 1. Web Contact Center moderator: martin steinmann participants: jan-vincent liwanag, kristine mina, danna aduna March 11, 2013 / Bentley University / Boston MA 1
  • 2. Presenter Team 2 Danna Aduna Jan Vincent Liwanag Kristine Mina
  • 3. WHY a New Contact Center Solution ? It is time for a new solution that fits into an IT environment 3 1. Contact centers, like UC, move to IT and the Web > Many of our customers asked for a basic but integrated call queuing capability > Contact centers need to be connected to the browser for both callers and agents (WebRTC) > A software application, fast and scalable yet simple to setup and use 2. Current solutions are too expensive > Hardware centric proprietary solutions are too expensive > Web standards replace proprietary CTI interfaces > Multi-media w/ click-to-call and click-to-chat 3. Private cloud based product > A product and not just a service > Globally networked and scalable
  • 4. Where are we with openACD? Significant progress was made >Introduced at CoLab 2012 as a concept >Our initial goal is unchanged > Call and voicemail queuing with email and chat to follow > Up to 500 calls in queue per server, up to 200 agents per server > Complete set of core ACD features > Modern Web gadget based agent / supervisor portal > Initial set of real-time and sliding window statistics >Project status > Beta release coming up in Q2 > First GA release scheduled for Q3 > Talk to us about participating in the beta phase 4
  • 5. Key Features of the Core openACD System Complete set of core features >Highly flexible queuing > Skills based call distribution > Configurable recipes for queue management > Multiple clients can be served (multi-tenant) > Designed for multiple media and multiple channels > Individual agent skills, away or break codes, wrap-up time, call disposition > Agent DTMF controls for operation without agent dashboard > Implemented using Erlang, optimized for concurrency and distributed operation, MongoDB >Standards based > Standard SIP for calls > Software only solution that can be clustered 5
  • 6. Agent and Supervisor Workstation A Fully Integrated Gadget Based UI >sipXecs integration > Configuration via the sipXecs Web UI > Unified account credentials >Custom Agent and Supervisor UI > Movable gadgets for agent and supervisor customization > Tab separation for agent and supervisor gadgets > Normal and widescreen layouts > Supervisor management of active agents and calls in queue >Other Features > Real-time and sliding window statistics > Configurable Client popups > Mashup with other gadgets 6
  • 8. Sample Set-up 8 TechSupport: Tech, English Supervisor Sales_English: Sales, English Sales_German: Sales, German AcmeTech Support AcmeSales English AcmeSales German WidgetTech Support WidgetSales TechSupport380 SalesEnglish381 SalesGerman382 Acme Inc TechSupport370 SalesEnglish371 SalesEnglish372 Widget Corp Callers LINES QUEUES AGENTS
  • 9. Sample Set-up 9 TechSupport: Tech, English Supervisor Sales_English: Sales, English Sales_German: Sales, German AcmeTech Support AcmeSales English AcmeSales German WidgetTech Support WidgetSales TechSupport380 SalesEnglish381 SalesGerman382 Acme Inc TechSupport370 SalesEnglish371 SalesEnglish372 Widget Corp Callers LINES QUEUES AGENTS
  • 10. Sample Set-up 10 TechSupport: Tech, English Supervisor Sales_English: Sales, English Sales_German: Sales, German AcmeTech Support AcmeSales English AcmeSales German WidgetTech Support WidgetSales TechSupport380 SalesEnglish381 SalesGerman382 Acme Inc TechSupport370 SalesEnglish371 SalesEnglish372 Widget Corp Callers LINES QUEUES AGENTS
  • 11. Sample Set-up 11 TechSupport: Tech, English Supervisor Sales_English: Sales, English Sales_German: Sales, German AcmeTech Support AcmeSales English AcmeSales German WidgetTech Support WidgetSales TechSupport380 SalesEnglish381 SalesGerman382 Acme Inc TechSupport370 SalesEnglish371 SalesEnglish372 Widget Corp Callers LINES QUEUES AGENTS
  • 12. Sample Set-up 12 TechSupport: Tech, English Supervisor Sales_English: Sales, English Sales_German: Sales, German AcmeTech Support AcmeSales English AcmeSales German WidgetTech Support WidgetSales TechSupport380 SalesEnglish381 SalesGerman382 Acme Inc TechSupport370 SalesEnglish371 SalesEnglish372 Widget Corp Callers LINES QUEUES AGENTS
  • 13. Demo
  • 15. Powerful Distributed Architecture Integrated with sipXecs 15 External Systems sipXecs Stack Proxy Server Media Server (FreeSwitch) Configuration Server MongoDB (agents, queues, skills, clients, etc.) OpenACD Statistics and Reporting Agent Dashboard
  • 16. Web UI and APIs for Agent / Supervisor Dashboards >Web UI is built on HTML/CSS/JS >API built on JSON-RPC 2.0 and Events via WebSockets >Gadget and Tab based UI for customizability and extensibility 16 Browser JSON-RPC 2.0 API Websocket
  • 18. Next Steps - Roadmap 2013 and beyond 18 >Start Beta phase for the first release >We will add incremental capabilities through the rest of the year >Extending openACD to become able to fully replace existing formal contact center solutions > Historic reporting package > IM integration for agent / supervisor communication > Redundancy and scale: Clustered operation > IVR frontend > Cloud hosted or private cloud deployment options > Distributed agent population (global queues)
  • 20. Installation System > Servers > Call Center 20
  • 21. Configuration Features > Contact Center 21
  • 22. Demo Configuration Features > Contact Center > Agents 22
  • 23. Demo Configuration Features > Contact Center > Lines 23
  • 25. Supervisor Session Managing agents and queues 25
  • 29. Agent Experience Call processing 29

Editor's Notes

  • #6: Queue overflow management – recipes can be created based on time in queue and agents available, possible actions include transferring to voicemail or transferring to an external SIP line Multiple media – currently, only voice and voicemail are supported, however, the backend system allow for more channels including email and chat which could be served concurrently with the voice channel A WebRTC based endpoint once developed with sipXecs can be integrated with OpenACD. An WebRTC based softphone in the dashboard is a possibility
  • #14: --- Actual Demo --- Start with Agent Experience Going Available Going Released Going Available via Dialplan Admin Creating an Agent View of Lines View of Queues Supervisor Management Queue Manager Agent Manager Forcing an agent go available Statistics Explain statistics for Agent Manager Explain statistics for Queue Manager Queue Recipes Ticks – 5 seconds -- add a skill Ticks – 30 seconds -- transfer to external sip line
  • #16: New image
  • #17: The dashboard can be viewed from any standards based web browser such as Chrome, Firefox and Safari It makes use of a JSON-RPC 2.0 API over websockets. Websockets allows for a timely notification of server side events such as agent state changes and statistics updates. A future WebRTC based phone also allows engagement of the OpenACD system fully within the browser without need of external/physical phones. Gadgets built using standards sucha as OpenSocial and W3C widgets may later on be fully supported in the dashboard for a fully customizable experience
  • #27: 1 min log out as supervisor (801) and try to log in as the agent that processed the call (820) terminate previous session
  • #28: 3 mins run through: - toggle my profile (editable contact info) - going available - profile and skills assigned, availability timer, stats - selecting a release reason - my statistics
  • #29: 1 min * place a call to 382 from 702 again show wait time answer the call * customer history page / avatar to follow note skill match
  • #30: 2 mins run through: - call timer, call end button upon wrap up (not in picture) - wrap up countdown timer - call disposition