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2M00001A - Selling Avaya Contact Center Solutions for IP Office - APSS Online Test - Dump Information

Vendor : Avaya
Exam Code : 2M00001A
Exam Name : Selling Avaya Contact Center Solutions for IP Office - APSS Online Test
Questions and Answers : 71 Q & A
Updated On : January 19, 2018
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2M00001A Questions and Answers

Avaya 2M00001A  Selling Avaya Contact Center Solutions for IP Office -APSS Online Test Download Full Version : http://killexams.com/pass4sure/exam-detail/2M00001A QUESTION: 60 Identify the supervisor capacities for Avaya IP Office Contact Center with IP500v2.  A. 50 B. 30 C. 100 Answer: B Reference: http://www.activ8avaya.com/ip-office/avaya-contact-center-select-key-highlights- accs/ QUESTION: 61 Which are the correct capacities for Avaya IP Office Contact Center? (Select two.)  A. Up to 100 ActiveVoiceAgents with IP Office Server Edition B. Up to 30 Active Multichannel Agents with IP500v2 C. Up to 250 Active Voice Agents with IP Office Server Edition D. Up to 1,000 Active Multichannel Agents with IP500v2 Answer: A, B QUESTION: 62 Which statements are value propositions of Avaya Contact Center Select? (Select two.) A. It can host both outbound campaigns and communication, as well as. self-service applications to simplify and accelerate service creation, lower operating costs, and reduce total cost of ownership. B. It is an enterprise-class solution that offers simplicity without compromise, for contact centers with 30 to 250 agents that address the entire customer lifecycle. C. It enables the company to apply common branding (splash screen, labeling, etc.) and a similar look and feel. D. It is a full-featured solution that delivers simplicity and exceptional value for contact centers with up to 100 agents focused primarily on support. Answer: B, D QUESTION: 63 Which are three pitch elements that can be included to highlight what end customers are looking for when contacting a business of any size? (Select three.) A. Other media types can be less expensive than using voice only B. End customers want to connect to the right person regardless of the media they use to connect C. Businesses need to adapt to the needs of their end customers D. Present day customers are more apt to use voice, to contact a business Answer: A, B, D QUESTION: 64 When you ask a Line of Business Leader the question: "Do you know how many customers contact your business, how often their issues are resolved on the first call, and how frequently they drop?" What need does this question help you highlight? (Select one.) A. The need for more complex contact center capabilities B. The need for a voice-only solution C. The interest of including social media interactions into the contact center D. The need to measure and track interactions in both real-time and historically Answer: D QUESTION: 65 Which are four characteristics of the typical business with 10 to 1.000 employees /5 to 100 agents? {Select four.) A. The business values simplicity B. The business believes that contact center capabilities are essential C. IT is the buyer or strong influencer D. The CEO/Owner is most likely the buyer E. The business considers the Contact Center important F. The business lacks technical knowledge Answer: A, C, D, F QUESTION: 66 Identify the supervisor capacities for Avaya Contact Center Select with IP500V2- A. 50 B. 100 C. 30 Answer: C QUESTION: 67 Which are three buying behaviors of typical midmarket customers? (Select three.)  A. The business hat smaller project based budget B. The business has large annual fixed budgets C. This is a first time or legacy replacement sale D. This is an evolutionary/migratory sale E. The business uses installed solutions to drive brand preference and seeks advice from the vendor F. The business favors loyalty and simplicity over brand and seeks advice from the channel partner Answer: A, D, F QUESTION: 68 Which are two questions for the Line of Business Leader that can help you to establish whether the business need is primarily for voice support or whether multichannel is direction they'd like to pursue? (Select two.) A. Do you foresee growing beyond 250 agents within 12 months of deployment? B. How would you like customers to interact with you? C. Would you like to deploy a contact center solution behind an existing PBX via PRI or SIP trunks? D. How do your customers interact with you? Answer: B, D QUESTION: 69 Which are two CXO or Business Owner Pain Points that midsize businesses face?  (Select two.)  A. Multichannel contact center capabilities are now a basic requirement, along with queuing, routing, tracking, and reporting of inbound, outbound, and blended calls. B. Midsize businesses have many of the same customer experience aspirations as large enterprises, but with far smaller budgets. C. End customers want to interact with the business through the channels they choose and have a seamless experience across multiple channels. D. Midsize businesses find that their existing basic automated call distribution (ACD) and reporting systems are no longer meeting their business requirements. Answer: B, D QUESTION: 70 Scenario: A leading Channel Partner of Avaya is responsible for managing several of our accounts, entertains, without Avaya's knowledge and approval, the Chief Technology Officer ("CTO") of a leading client whom Avaya services via the above Partner. The entertainment involves hosting a cocktail dinner for the CTO and his family at a suburban luxury hotel costing approximately $200 and giving a gift coupon worth $500. The Partner does not expense the above to Avaya and justifies the above action on the ground it was a "good will" gesture and not done with any ulterior motive of securing more business. Is the Partner's behavior appropriate? A. No. because it involved payment of a cash equivalent (gift coupon), could be considered lavish under the circumstances and the Partner failed to notify Avaya about the event. B. Yes, because it was a "good will" gesture and Avaya expects our Partners to use their discretion in such instances while abiding by their own internal policies and procedures. Answer: A QUESTION: 71 Which statement is a value proposition of Avaya Contact Center Solutions for IP Office? (Select one.) A. They provide self-service, wait treatment, and call delivery across a SIP network and deliver a better customer experience. B. Are optimized for use with IP Office software, enable blended multichannel capabilities that help improve customer experiences to increase revenue and customer lifetime value, while improving agent efficiency to reduce cost. C. They provide speech and multichannel automation which enables new significant opportunities for automation, driving a significantly increased return on investment. D. Can host both outbound campaigns and communication, as well as. self- serviceapplications to simplify and accelerate service creation, lower operating costs, and reduce total cost of ownership. Answer: B 'PS.PSFFYBNTWJTJUIUUQLJMMFYBNTDPN .LOO\RXUH[DPDW)LUVW$WWHPSW*XDUDQWHHG 

Avaya 2M00001A Exam (Selling Avaya Contact Center Solutions for IP Office - APSS Online Test) Detailed Information

Credentials & Certifications
Sharpen Your Technical Skills—Get Certified on Avaya Solutions
Professional Credentials and Technical Certifications
For every level of knowledge and expertise, Avaya certification programs can enhance your ability to effectively deploy and use Avaya communications applications and technology.
Programs are available by area of focus and for different skill levels. Courses include rigorous study and hands-on learning, complimented by a blend of online tests and proctored exams to validate your competencies. Certifications require passing scores on all examinations.
Maintain Your Market Edge
The skills and knowledge you demonstrate through certification can help you make an immediate impact on current projects. Plus, you gain resume-worthy, career-building skills. You’ll be better able to sell, design, implement and maintain Avaya Solutions while teaching others new skills along the way. Certification shows you are motivated, experienced, and committed to achieve excellence in your field. Avaya Professional Credentials and Certifications are recognized across the globe.
The Avaya Professional Credential Program is designed to ensure individuals have the knowledge and skills to successfully sell, design, implement, and maintain Avaya products and solutions that exceed customer expectations.
The Avaya Professional Credential Program consists of Sales, Design and Support Credentials and distinguishes between Solution Credentials and Product specific Credentials.
To learn more about the Program select the individual graphics above or the workbook tabs.
Avaya Professional Credentials and Certifications
The Avaya Professional Credential Program consists of Sales and Services Credentials, and uses a blend of Online Tests and Proctored Exams to validate competencies. Refer to the Avaya Professional Credential Program Overview for details.
In support of the credential program, Avaya Learning offers a wide variety of training content to meet the needs of our Partners, Customers, and Associates.
Fundamental to all Avaya Professional Credentials is a solid understanding of the core technologies upon which the products and solutions are built. Avaya recommends the programs of leading industry players to provide foundational knowledge: WestNet Learning (Foundational Technology Expert) and The SIP School (SSCA).
Avaya Professional Credential Program
Note: Some credentials are available only to Avaya Partners and Avaya Associates. Please
read the following credential descriptions to confirm eligibility.
The Avaya Professional Credential Program is designed to ensure individuals have the knowledge and
skills to successfully sell, design, implement and maintain Avaya products and solutions that exceed
customer expectations. The Avaya Professional Credential Program currently consists of Sales,
Design, and Services Credentials and distinguishes between Solution Credentials and Product
Specific Credentials.
Sales & Design Credentials
Avaya Engagement Solutions Certifications
Services Credentials
Avaya Engagement Solutions Certifications
ACDS - Avaya Certified Design Specialist
ACSP - Avaya Certified Sales Professional
Avaya Product Professional Credentials
APDS - Avaya Professional Design Specialist
APSS - Avaya Professional Sales Specialist
ACSS - Avaya Certified Solution Specialist
ACIS - Avaya Certified Integration Specialist
Avaya Product Certifications
ACSS - Avaya Certified Support Specialist
ACIS - Avaya Certified Implementation Specialist
Avaya Product Professional Credentials
ASPS - Avaya Support Professional Specialist
AIPS - Avaya Implementation Professional Specialist
Avaya uses a blend of Online Tests and Proctored Exams to validate competencies. Professional Specialist
credentials are awarded based upon passing Online Tests. Certified credentials incorporate Proctored Exams
and Online Tests as a requirement to earn the credential.
For a complete listing of Avaya credentials by product / solution area, please visit the Avaya Professional Credential
Program page on the Avaya Learning Center at www.avaya-learning.com.
Fundamental to all Avaya Professional Credentials is a solid understanding of the core technologies
03 October 2016 v1 3
upon which the products and solutions are built. Avaya recommends the programs of leading industry players
to provide foundational knowledge: WestNet Learning (Foundational Technology Expert) and The SIP School
(SSCA).
In support of the Credential Program, Avaya Learning offers a wide variety of training content to meet the
needs of our Partners, Customers, and Associates.
Avaya Professional Sales Specialist (APSS)
APSS validates a candidate has a basic-to-intermediary level of knowledge to sell Avaya products and customer focused
solutions.
An Avaya Professional Sales Specialist understands the competitive global landscape, evaluating customer needs,
identifying and recommending the right Avaya solution and communicating its business value.
APSS Credentials use online tests, are valid for 2 years and are reserved exclusively for Avaya Channel Partners and
Associates.
Exception: APSS – Avaya Aura® Application Server 5300 (APSS -1101) remains a one year credential until
further notice.
Avaya Professional Design Specialist (APDS)
APDS validates a candidate has an introductory level of technical proficiency necessary to create specific
designs and build foundational knowledge for solution designs based on the customer requirements.
The Avaya Professional Design Specialist has the skills and knowledge necessary to review a customer’s
current configuration, understand their future needs and design an Avaya solution for today and tomorrow. The
Design Specialist creates architectural designs and migration strategies ensuring both integration to current
networks and future readiness of customer communication solutions.
APDS Credentials use online tests, are valid for 2 years and are reserved exclusively for Avaya Channel
Partners and Associates.
Avaya Certified Sales Professional (ACSP) In planning
ACSP validates that the candidate has achieved an advanced understanding of and competence in Avaya
Sales skills and processes for sales strategy and deployment.
Avaya Certified Sales Professional (ACSP) curriculum for Avaya Engagement Solutions captures both the
Avaya Sales approach and the Engagement Solutions for both Avaya Associates and Business Partners.
Building upon the foundation established with the Avaya Professional Sales Specialist (APSS) curriculum,
students completing the ACSP curriculum will be able to sell and position solutions that address the
customer’s issues and objectives.
ACSP Credentials use proctored exams, are valid for 2 years and are reserved exclusively for Avaya Channel
Partners and Associates.
Note: The ACSP credentials are currently being planned and not fully released.
03 October 2016 v1 4
Avaya Certified Design Specialist (ACDS)
ACDS validates that the candidate has an intermediary level of technical proficiency necessary to
create specific greenfield, upgrade and migration solution designs based on the customer business
needs.
Avaya recognizes that individuals responsible for designing customer solutions demonstrate
advanced Sales Engineering skills and therefore should be distinguished with a credential that
signifies their achievement.
ACDS Credentials use proctored exams and online tests, are valid for 2 years and are reserved
exclusively for Avaya Channel Partners and Associates.
Note: The ACDS portfolio has undergone a major redesign to provide the Avaya Sales Engineer
(SE) community a growth path to mastery in Avaya Engagement Solutions. The ACDS curriculum
for Avaya Engagement Solutions instills a common methodology and approach to solution design
across the entire SE community and builds upon the foundation established with the Avaya
Professional Design Specialist (APDS) curriculum.
Avaya Implementation Professional Specialist (AIPS)
AIPS validates a candidate has achieved an enhanced level of proficiency focused on installing,
configuring, and troubleshooting a specified Avaya product or product family.
The Avaya Implementation Professional Specialist can implement, validate and troubleshoot the
installation of a single product, single system or product family. The Implementation Specialist installs
hardware and software, configures the solution, performs initial administration and acceptance testing
to diagnose and correct installation issues.
AIPS Credentials use online tests, are valid for 2 years and are open to all audiences.
Avaya Support Professional Specialist (ASPS)
ASPS validates a candidate has achieved an advanced understanding of and competence in
troubleshooting, maintaining and administration of Avaya industry leading communications products.
The Avaya Support Professional Specialist gathers and interprets system data, identifies issues and
makes changes to ensure maximum availability and performance of a customer’s network. The
Support Specialist uses their advanced Avaya troubleshooting, maintenance and administration
capabilities to efficiently and accurately resolve customer’s communication issues.
ASPS Credentials use online tests, are valid for 2 years and are open to all audiences.
03 October 2016 v1 5
Avaya Certified Implementation Specialist (ACIS)
ACIS certifies a candidate has achieved an enhanced level of proficiency focused on installing, configuring, and
troubleshooting a specified Avaya product or product family.
The Avaya Certified Implementation Specialist can implement, validate and troubleshoot the installation of a single product,
single system or product family. The Implementation Specialist installs hardware and software, configures the solution,
performs initial administration and acceptance testing to diagnose and correct installation issues.
ACIS Certifications use proctored exams, are valid for 2 years and are open to all audiences.
Avaya Certified Support Specialist (ACSS)
ACSS certifies a candidate has achieved an advanced understanding of and competence in troubleshooting,
maintaining and administration of Avaya industry leading communications products.
The Avaya Certified Support Specialist gathers and interprets system data, identifies issues and makes changes to
ensure maximum availability and performance of a customer’s network. The Support Specialist uses their advanced
Avaya troubleshooting, maintenance and administration capabilities to efficiently and accurately resolve customer’s
communication issues.
ACSS Certifications use proctored exams, are valid for 2 years and are open to all audiences.
Avaya Certified Integration Specialist (ACIS)
ACIS certifies a candidate has achieved a level of proficiency required to integrate and implement core and complex
solutions based on reference architectures from Avaya customer scenarios.
The Avaya Certified Integration Specialist demonstrates the integration of enterprise architecture solutions in order
to install, validate, and troubleshoot the implementation. The Integration Specialist holds a technical ability at a level
that ensures the successful integration, configuration, and support of the solution reference architectures.
ACIS Certifications use proctored exams and online tests, are valid for 2 years and are open to all audiences.
Avaya Certified Solution Specialist (ACSS)
ACSS certifies a candidate has achieved an intermediate - advanced level of proficiency required to diagnose,
isolate and support multi products within Avaya solution architecture.
The Avaya Certified Solution Specialist comprehends the methodology to isolate and diagnose single and multiple
problems within the enterprise solution architectures, technologies and protocols. The Solution Specialist holds a
technical ability at a level that ensures the successful maintenance, and support of solution architecture.
ACSS Certifications use proctored exams and online tests, are valid for 2 years and are open to all audiences.
To obtain an ACSS credential individuals need to hold the relevant ACIS credential.
03 October 2016 v1 6
Questions?
About Avaya Learning
Avaya Learning develops and delivers industry leading training for Avaya products and solutions. Avaya Learning
specifically focuses on Avaya’s product launches, sales force and channel enablement - including solution and
executive selling, skills development and certification. Avaya Learning uses a blended learning approach offering a
combination of self-paced, virtual interactive and classroom learning environments to maximize effectiveness and
decrease time required to reach proficiency.
Avaya Learning supports and maintains the Avaya Learning Center where both course details and information on the
Avaya Professional Credential Program can be found
Article by ArticleForge

">2M00001A Exam Questions & Answers

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    IP Office Contact Center Technical Feature Overview and Uses Cases.

    1 IP Office Center Technical Feature Overview and Uses Cases

    2 2013 Avaya . . 22 Objective of SEPartner IPOCC Demo Package Empower the SE and Partner Community to:  Articulate briefly IP Office Center advantage  Build out a IP Office Center Server with initial configuration  Customize initial configuration with demo specific task flows, IVR scripts  Present impactful demo of IP Office Center main functional areas –Agent Experience –Supervisor Experience –Administrator Activities including basic knowledge flexibility to customize all aspect of the system

    3 2013 Avaya . th February Avaya IP Office Center

    4 2013 Avaya . . 4 Avaya Midmarket Collaboration Solution Simple, Powerful & Affordable Center Networking Security Collaboration

    5 2013 Avaya . . 5 Avaya Center Solutions for IP Office Voice Multi-channel Integrated advanced applications Suite-based enterprise features (HA, session mgmt.) Primary Competitors:  ShoreTel  Voxtron (BT)  Altitude  Presence Primary Competitors:  Genesys Express  Cisco UCCx  Altitude  Presence  Huawei Primary Competitors:  Genesys  Cisco  Interactive Intelligence  Altitude Primary Competitors:  Genesys Express  Cisco UCCx  Altitude  Presence  Huawei Avaya Center offers based on Avaya Aura Avaya Aura Center Suite for Midsize Enterprise (AACC-M) Avaya Aura Call Center Elite for Midsize Enterprise (Elite-M) Competitors:  Cisco UCC-X  Interactive Intelligence CIC  Aspect  Shoretel  Genesys Express  Huawei  Shoretel  Etc. Avaya Center Select GA June 24 Avaya IP Office Center GA Feb 28 Center Solutions for IP Office

    6 2013 Avaya . . 6 What Are We Launching? Inbound Outbound Small and midsize Business Customers and prospects Avaya Center Solutions for IP Office Multichannel Innovation Built for Small and Midsize Business. Build Satisfaction & Loyalty… Build Lifetime Value… One Interaction at a Time…

    7 2013 Avaya . . 77 IP Office Center Powerful features  Real time & historical reports – webvoice transactions  Powerful, customizable agent desktop –click to call, multichannel view etc  Call recording for every Agent and Supervisor –Improves agent performance, eliminate conflicts  Built in IVR promotes self service –Reduce agent handle time Supported in US, Canada, UK, Australia, New Zealand, India (English only)

    8 2013 Avaya . . 8 Agent CapacityAdd to IP OfficeIP Office Center Server IP Office Server Edition Up to 100 agents at up to 32 nodes supported by the primary server PROVISION Additional Hard Drive on SE Server ‒ Recorder Partner-Supplied Server  Windows 2008R2 or 2012 R2 Server  Minimum hardware requirement –Intel Xeon E3 Quadcore 3.1 GHz –8GB DDR3 ECC –1 x Seagate ST500DM002 – 500GB formatted capacity, 7200 RPM, 16MB cache, SATA interface, RAID1 –RAID controller (Intel C202) onboard –1 x 1GB NIC  Sample servers ‒ Dell D210220 ‒ Fijitsu PrimergyTX1000S3p IP Office 500v2 Up to 30 agents at a single site (no multisite contact center support over SCN) ADD Partner-Supplied Application Server  2 x hard drives ‒ VMPro ‒ Recorder IP Office Center Configuration Options Sold as software – ISO or OVA

    9 2013 Avaya . . 9 IP Office Center Terminology  Task - Represents a customer telephony call, or chat  Topic - Media independent route point, essentially a virtual device that can receive multiple, simultaneous calls for redirection via a Task Flow. Tasks are queued at the Topic level first.  Task Flow (Call Flow) – A progression of steps to determine the routing of a task coming into the Center. This “script” contains a beginning, logical steps based on system and call specific elements and a destination. This is presented graphically in the contact center system.  Agent Group AG – Provides destination point for tasks in which agents can log into to receive the tasks. The system accepts the task as a Topic which follows the task flow ultimately sending the task to a free agent in the agent group.  Team - A list of agents configured in a team, used for reporting  Wrap Up – Equivalent to After Call Work, it is the time an agent uses to complete work between calls  Text Block - Homogenized responses for increase productivity. Once created, Text Blocks can be used in templates or assigned to Topics and be offered to agents when editing a message belonging to that Topic

    10 2013 Avaya . . 10 System Configuration & Setup 1. Step Collect the customer data in an Excel template 2. Step Install software 3. Step Import the customer data and test standard features Custom Setup Make customer specific configuration Excel The system configuration will be defined in a special prepared Excel file according to the customer requirements Core System: Windows MSI setup unattended or VM-Ware template Clients: Windows MSI setup unattended Depends on The software will be installed with Windows standard setups (MSI) routines bundled in setup wizard. The collected system requirements will be imported. The system is operable and can be tested with standard calltask flows and standard announcements. Clean System About 1 h for 20 Agents According to the business process of the customer the calltask flows will be implemented via the Phoenix drag & drop task flow editor and the IVR editor IP Office Center Depends on the customer requirements

    11 2013 Avaya . . 11 Step 3 - Easy Tools to Deploy Initial System Based on Customer Needs Customer Data input spreadsheet Task Flow Layouts

    12 2013 Avaya . . 12 Agent Desktop Features and Functions

    13 2013 Avaya . . 13 Agent Applications Home – Landing page after login. Contents is configurable with a subset of real time statistic elements Telephony - Application where Agents process calls and view customer information. Can preform actions like pickup calls from other Groups and topics; review and call back abandoned calls - Application where Agents process s Chat - Application where Agents process chats

    14 2013 Avaya . . 14 Agent Screen – Customized View  Customize to Team or Agent Group standards  Add real time information relevant to Task Flows and Skills  Personalize the Agent User Interface

    15 2013 Avaya . . 15 Agent User Interface – Minimized view  Minimizes as a fully functional side bar allowing for other PC work to continue  Expand, contract or maximize to larger User Interface as needed Full Call Control Expanded View Agent Status per Task Task type – Audio, , Chat Sidebar View

    16 2013 Avaya . . 16 Agent User Interface – Telephony View  Full agent control: –Sign inout Agent Groups –View history –View Customer Details  Customizable to define size and information visible  Access to available Tasks and Media functions  Organize views in tabs and make use of hyperlinks  Integrated Internet Explorer option for Call Data driven searches andor access to web ticketing

    17 2013 Avaya . . 17 Processing Answer, create, postpone and forward Integrated address book Text blocks definable to assure high quality answers and speed Channel prioritization and definable workload per Agent

    18 2013 Avaya . . 18  Integrated Chat  Answer, create, postpone and forward  Auto respond with Pre-Defined Text messages to assure high quality answers and speed  Integrated address book and customer database  Channel prioritization and definable workload per Agent Agent User Interface – Chat View

    19 2013 Avaya . . 19 Agent Desktop Live Demo

    20 2013 Avaya . . 20 Supervisor Desktop Features and Functions

    21 2013 Avaya . . 21 Supervisor Applications Real Time Information – View, manage & configure real-time Center statistics Reporting - Manage, configure & view historical, counter based Center statistics Agent Status Report - Configure & view statistical information about agent activities that are not concerning call or handling. Details Report - Configure and view statistical information about single contacts (calls or s).

    22 2013 Avaya . . 22  Supervisor can remotely log onoff and sign onoff agents from Agent group (remote functions)  Supervisor silent monitoring  Fully customizable, Feature rich interface  Coaching functionalities  Reports comparable with integrated reports like CMS  Pickup and delegate calls Supervisor User Interface

    23 2013 Avaya . . 23 Real Time Information Overview of contact center status Individual monitoring screen with integrated telephony function Information available for agents, team leaders and supervisors Waiting queue of all tasks including & Chat Service level information

    24 2013 Avaya . . 24 Real Time Data Waiting queue of all channels including s and Chats - Lists of waiting calls s… - Service level - Thresholds Agent state per Agent GroupTeam - Integrated Telephony functions - Remote loginlogoff, sign onsign off

    25 2013 Avaya . . 25 Statistics Counter based reports –Configurable parameters per report –Timescale –Duration –Counter type (agent, topic, media) –Report type (manual, automatic) –Individual reports –Predefined Reports Call based reporting – evaluation –Customer history –Agent history

    26 2013 Avaya . . 26 Historical Reporting  Statistics –Counters available for topics, agents, AG, team, … –Export to Excel (optional automatic use of customer defined macro) csv, pdf, rtf –Send Reports via –Output with defined resolution (minutes, hours, days, weeks … ) –Defining of period (start stop, day of week) –Scheduled (automatic) or cyclical statistics

    27 2013 Avaya . . 27 Agent Status and Details Agent Status Report: Non-Task related events and Customer Details Report

    28 2013 Avaya . . 28 Supervisor Interface Live Demo

    29 2013 Avaya . . 29 System Call Handling Operational Overview

    30 2013 Avaya . . 30 IP Office Center Inbound Call Handling Overview (Topics and Call Flows) 1.Call is received via IPO and forwarded to IPOCC via SIP extension. 2.oming customer callstasks trigger a Topic by using the Topic designation (e.g. Sales = extension 7000, or chat to –IP Office Shortcode (e.g. 70XX) redirects the call to the IP Office Center – and Chat use internal SMTP and Chat client services 3.Each Topic is linked to a Call or Task Flow –Task Flows determines the routing of the call or task –Task Flows have a start, routing logic and a destination –Destinations are Agent groups, External Destinations, IVR, other topics, etc.

    31 2013 Avaya . . 31 Topic; Agent Group; Agent Configuration Demo

    32 2013 Avaya . . 32 Administrator Screens Features and Functions

    33 2013 Avaya . . 33 Administrator Applications Configuration - Configure main Center elements Task Flow Editor - Configure Center routing rules UI Configuration - Configure & assign & Menu Bars, Home & Telephony features IVR Editor - Configure IVR scripts, Announcements & user response Dialer - Configure outbound dialer jobs & campaigns - Configure (UMR) core components Text Blocks - Configure blocks of text used for auto reply templates Address Book - Configure address book access and availability to

    34 2013 Avaya . . 34 Administration Landing Screen  Aggregated contact center services and elements (per tab)  Configured system connections and system services  Define Agent, Agent Groups, Teams and Topic views  Set country and manage customer data base  Define and manage announcements

    35 2013 Avaya . . 35 IP Office Center Topic Configuration  Topic are associated tasks by –Extensions for telephony i.e – addresses for Tasks –Instant Message IDs for Chat  Topic are used to present tasks to a call flow associated with the topic  Unlimited Topics can be defined  Set Skill levels needed for topic  Set routing order and availability Change picture

    36 2013 Avaya . . 36 IP Office Center Agent Group Configuration  Thousands of agent groups can be defined (5-10 are commonly used)  Each agent can be member of up to 120 agent groups (per media type)  Each Agent has its own level or priority assigned to the agent group (1-60)  Distribution rules for an agent group: - priority - in the same priority level: longest idle time  Agent Groups are the destination for topics after call routing logic is complete, tasks are queued and presented to agent when available. Change picture

    37 2013 Avaya . . 37 IP Office Center Agent Configuration  Any number of agents can be defined, but only the licensed number can be active  Assign Agents to Agent Groups and teams  Set agent multi-channel access  Set agent skill level  Each agent can be member of up to 120 agent groups (per media type)  Set priority level for assigned groups  Define privileges and authorize access to system elements such as topics

    38 2013 Avaya . . 38 Task Flow Editor Task Flow Menu Identify Source! Define Condition! Choose Destination

    39 2013 Avaya . . 39 Task Flow Editor Example Structure Change picture to call flow from training sessiondemo setup

    40 2013 Avaya . . 40 IP Office Center Interactive Voice Response (IVR) Overview  Self Service Component (IVR) with a graphical script editor built in  Touch tone (DTMF) capabilities by default. Text-to-Speech available from Microsoft or can use Nuance with additional cost (Speech Recognition can be done via Nuance)  Access to standard ODBC enabled data bases  Option to play plain announcements only (non interactive, no touch tone)

    41 2013 Avaya . . 41 IVR Editor  Graphical tool for built in Self Service Component (IVR) –Announcements (.wav) PCM-coded –DTMF recognition (also: fax recognition) –Voice messages –record (silence detection) – , delete –Routing  Access to ODBC enabled databases Drag Drop elements to build highly productive and sophisticated IVR interaction using recorded or Text to Speech Announcements, data base queries, system or call specific events and much more

    42 2013 Avaya . . 42 System Configuration Live Demo

    43 2013 Avaya . . 43 IP Office Center Solutions – Sales Track  Log in using SSO credentials  Pre-requisite: IP Office SME sales credential. –Earned by completing on line assessment 2S00010A.  IP Office Center Course: –2M00100O Selling Avaya Center Solutions for IP Office2M00100O Selling Avaya Center Solutions for IP Office –Duration: 1 Hour  Online Tests (to earn APSS – IP Office CC Sales Credential) –">2M00001A Selling Avaya Center">2M00001A Selling Avaya Center

    Article by ArticleForge

    IP Office Contact Center. Technical Feature Overview and Uses Cases

    1 IP Office Center Technical Feature Overview and Uses Cases

    2 Objective of SEPartner IPOCC Demo Package Empower the SE and Partner Community to: Articulate briefly IP Office Center advantage Build out a IP Office Center Server with initial configuration Customize initial configuration with demo specific task flows, IVR scripts Present impactful demo of IP Office Center main functional areas Agent Experience Supervisor Experience Administrator Activities including basic knowledge flexibility to customize all aspect of the system

    3 Avaya IP Office Center

    4 Avaya Midmarket Collaboration Solution Simple, Powerful & Affordable Center Collaboration Security Networking

    5 Avaya Center Solutions for IP Office Suite-based enterprise features (HA, session mgmt.) Avaya Center offers based on Avaya Aura Primary Competitors: Avaya Aura Center Genesys Suite for Midsize Enterprise (AACC-M) Avaya Aura Call Center Elite Cisco for Midsize Enterprise (Elite-M) Interactive Intelligence Altitude Integrated advanced applications Multi-channel Voice Avaya IP Office Altitude Aspect Center Primary GA Feb Presence Shoretel 28 Competitors: ShoreTel Voxtron (BT) Altitude Presence Competitors: Avaya Center Select Primary Cisco Competitors: UCC-X GA June 24 Genesys Interactive Express Intelligence Cisco CIC UCCx Huawei Genesys Express Huawei Center Solutions for IP Office Shoretel Etc

    6 What Are We Launching? Avaya Center Solutions for IP Office Multichannel Innovation Built for Small and Midsize Business. Customers and prospects Inbound Small and midsize Business Build Satisfaction & Loyalty Outbound Build Lifetime Value One Interaction at a Time

    7 IP Office Center Powerful features Real time & historical reports webvoice transactions Powerful, customizable agent desktop click to call, multichannel view etc Call recording for every Agent and Supervisor Improves agent performance, eliminate conflicts Built in IVR promotes self service Reduce agent handle time Supported in US, Canada, UK, Australia, New Zealand, India (English only)

    8 IP Office Center Configuration Options Sold as software ISO or OVA Agent Capacity Add to IP Office IP Office Center Server IP Office Server Edition Up to 100 agents at up to 32 nodes supported by the primary server IP Office 500v2 Up to 30 agents at a single site (no multisite contact center support over SCN) PROVISION Additional Hard Drive on SE Server Recorder ADD Partner-Supplied Application Server 2 x hard drives VMPro Recorder Partner-Supplied Server Windows 2008R2 or 2012 R2 Server Minimum hardware requirement Intel Xeon E3 Quadcore 3.1 GHz 8GB DDR3 ECC 1 x Seagate ST500DM GB formatted capacity, 7200 RPM, 16MB cache, SATA interface, RAID1 RAID controller (Intel C202) onboard 1 x 1GB NIC Sample servers Dell D210220 Fijitsu PrimergyTX1000S3p

    9 IP Office Center Terminology Task - Represents a customer telephony call, or chat Topic - Media independent route point, essentially a virtual device that can receive multiple, simultaneous calls for redirection via a Task Flow. Tasks are queued at the Topic level first. Task Flow (Call Flow) A progression of steps to determine the routing of a task coming into the Center. This script contains a beginning, logical steps based on system and call specific elements and a destination. This is presented graphically in the contact center system. Agent Group AG Provides destination point for tasks in which agents can log into to receive the tasks. The system accepts the task as a Topic which follows the task flow ultimately sending the task to a free agent in the agent group. Team - A list of agents configured in a team, used for reporting Wrap Up Equivalent to After Call Work, it is the time an agent uses to complete work between calls Text Block - Homogenized responses for increase productivity. Once created, Text Blocks can be used in templates or assigned to Topics and be offered to agents when editing a message belonging to that Topic

    10 System Configuration & Setup 1. Step Collect the customer data in an Excel template 2. Step Install software 3. Step Import the customer data and test standard features Custom Setup Make customer specific configuration Core System: Windows MSI setup unattended or VM- Ware template Excel Clients: Windows MSI setup unattended Clean System IP Office Center Depends on About 1 h for 20 Agents Depends on the customer requirements The system configuration will be defined in a special prepared Excel file according to the customer requirements The software will be installed with Windows standard setups (MSI) routines bundled in setup wizard. The collected system requirements will be imported. The system is operable and can be tested with standard calltask flows and standard announcements. According to the business process of the customer the calltask flows will be implemented via the Phoenix drag & drop task flow editor and the IVR editor

    11 Step 3 - Easy Tools to Deploy Initial System Based on Customer Needs Customer Data input spreadsheet Task Flow Layouts

    12 Agent Desktop Features and Functions

    13 Agent Applications Home Landing page after login. Contents is configurable with a subset of real time statistic elements Telephony - Application where Agents process calls and view customer information. Can preform actions like pickup calls from other Groups and topics; review and call back abandoned calls - Application where Agents process s Chat - Application where Agents process chats

    14 Agent Screen Customized View Customize to Team or Agent Group standards Add real time information relevant to Task Flows and Skills Personalize the Agent User Interface

    15 Agent User Interface Minimized view Minimizes as a fully functional side bar allowing for other PC work to continue Expand, contract or maximize to larger User Interface as needed Agent Status per Task Task type Audio, , Chat Sidebar View Expanded View Full Call Control

    16 Agent User Interface Telephony View Full agent control: Sign inout Agent Groups View history View Customer Details Customizable to define size and information visible Access to available Tasks and Media functions Organize views in tabs and make use of hyperlinks Integrated Internet Explorer option for Call Data driven searches andor access to web ticketing

    17 Processing Answer, create, postpone and forward Integrated address book Text blocks definable to assure high quality answers and speed Channel prioritization and definable workload per Agent

    18 Agent User Interface Chat View Integrated Chat Answer, create, postpone and forward Auto respond with Pre-Defined Text messages to assure high quality answers and speed Integrated address book and customer database Channel prioritization and definable workload per Agent

    19 Agent Desktop Live Demo 2013 Avaya . . 19

    20 Supervisor Desktop Features and Functions

    21 Supervisor Applications Real Time Information View, manage & configure real-time Center statistics Reporting - Manage, configure & view historical, counter based Center statistics Agent Status Report - Configure & view statistical information about agent activities that are not concerning call or handling. Details Report - Configure and view statistical information about single contacts (calls or s).

    22 Supervisor User Interface Supervisor can remotely log onoff and sign onoff agents from Agent group (remote functions) Supervisor silent monitoring Fully customizable, Feature rich interface Coaching functionalities Reports comparable with integrated reports like CMS Pickup and delegate calls

    23 Real Time Information Overview of contact center status Individual monitoring screen with integrated telephony function Information available for agents, team leaders and supervisors Waiting queue of all tasks including & Chat Service level information

    24 Real Time Data Agent state per Agent GroupTeam - Integrated Telephony functions - Remote loginlogoff, sign onsign off Waiting queue of all channels including s and Chats - Lists of waiting calls s - Service level - Thresholds

    25 Statistics Counter based reports Configurable parameters per report Timescale Duration Counter type (agent, topic, media) Report type (manual, automatic) Individual reports Predefined Reports Call based reporting evaluation Customer history Agent history

    26 Historical Reporting Statistics Counters available for topics, agents, AG, team, Export to Excel (optional automatic use of customer defined macro) csv, pdf, rtf Send Reports via Output with defined resolution (minutes, hours, days, weeks ) Defining of period (start stop, day of week) Scheduled (automatic) or cyclical statistics

    27 Agent Status and Details Agent Status Report: Non-Task related events and Customer Details Report

    28 Supervisor Interface Live Demo 2013 Avaya . . 28

    29 System Call Handling Operational Overview

    30 IP Office Center Inbound Call Handling Overview (Topics and Call Flows) 1. Call is received via IPO and forwarded to IPOCC via SIP extension. 2. oming customer callstasks trigger a Topic by using the Topic designation (e.g. Sales = extension 7000, or chat to IP Office Shortcode (e.g. 70XX) redirects the call to the IP Office Center and Chat use internal SMTP and Chat client services 3. Each Topic is linked to a Call or Task Flow Task Flows determines the routing of the call or task Task Flows have a start, routing logic and a destination Destinations are Agent groups, External Destinations, IVR, other topics, etc.

    31 Topic; Agent Group; Agent Configuration Demo 2013 Avaya . . 31

    32 Administrator Screens Features and Functions

    33 Administrator Applications Configuration - Configure main Center elements Dialer - Configure outbound dialer jobs & campaigns UI Configuration - Configure & assign & Menu Bars, Home & Telephony features - Configure (UMR) core components Task Flow Editor - Configure Center routing rules Text Blocks - Configure blocks of text used for auto reply templates IVR Editor - Configure IVR scripts, Announcements & user response Address Book - Configure address book access and availability to

    34 Administration Landing Screen Aggregated contact center services and elements (per tab) Configured system connections and system services Define Agent, Agent Groups, Teams and Topic views Set country and manage customer data base Define and manage announcements

    35 IP Office Center Topic Configuration Topic are associated tasks by Extensions for telephony i.e addresses for Tasks Instant Message IDs for Chat Topic are used to present tasks to a call flow associated with the topic Unlimited Topics can be defined Set Skill levels needed for topic Set routing order and availability Change picture

    36 IP Office Center Agent Group Configuration Thousands of agent groups can be defined (5-10 are commonly used) Each agent can be member of up to 120 agent groups (per media type) Each Agent has its own level or priority assigned to the agent group (1-60) Distribution rules for an agent group: - priority - in the same priority level: longest idle time Agent Groups are the destination for topics after call routing logic is complete, tasks are queued and presented to agent when available.

    37 IP Office Center Agent Configuration Any number of agents can be defined, but only the licensed number can be active Assign Agents to Agent Groups and teams Set agent multi-channel access Set agent skill level Each agent can be member of up to 120 agent groups (per media type) Set priority level for assigned groups Define privileges and authorize access to system elements such as topics

    38 Task Flow Editor Task Flow Menu Identify Source! Define Condition! Choose Destination

    39 Task Flow Editor Example Structure Change picture to call flow from training sessiondemo setup

    40 IP Office Center Interactive Voice Response (IVR) Overview Self Service Component (IVR) with a graphical script editor built in Touch tone (DTMF) capabilities by default. Text-to-Speech available from Microsoft or can use Nuance with additional cost (Speech Recognition can be done via Nuance) Access to standard ODBC enabled data bases Option to play plain announcements only (non interactive, no touch tone)

    41 IVR Editor Graphical tool for built in Self Service Component (IVR) Announcements (.wav) PCM-coded DTMF recognition (also: fax recognition) Voice messages record (silence detection) , delete Routing Access to ODBC enabled databases Drag Drop elements to build highly productive and sophisticated IVR interaction using recorded or Text to Speech Announcements, data base queries, system or call specific events and much more

    42 System Configuration Live Demo 2013 Avaya . . 42

    43 IP Office Center Solutions Sales Track Log in using SSO credentials Pre-requisite: IP Office SME sales credential. Earned by completing on line assessment 2S00010A. IP Office Center Course: 2M00100O Selling Avaya Center Solutions for IP Office Duration: 1 Hour Online Tests (to earn APSS IP Office CC Sales Credential) ">2M00001A Selling Avaya Center

    44 Us



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