One of the call center that I was working with is HSBC call center.This a large call center with latest AVAYA technology,giving priority for customer service.
Before going in to details on contact centers let me get an example,a company like where I got my internship.When a customer call from out side he will hear a ring/music/beep then he will receive a welcome massage like "welcome to ABC company.If you know the extension dial now or wait for operator assistance".In there he can either wait or enter the ext he preferred to call.System will route the call to the given end point.This is a simple route pattern to begin.This roting pattern vary with the company complexity and its business.
To understand the call routing further let's take above example.For a PBX system we have to get number and a preallocated extension block from a service provider(SLT,LANKABELL,SUNTEL..).Let's say I got ext from suntel and lankabell:
Suntel - 4 472200 (200-299)
Lankabel- 5 472200 (200-299)
Direct invert dialing is given to last three digits.Take extension 222 as an example.So when customer wants to call to ext 222 he will dial 4472222 directly.Then the system match this to VDN(Vector Directory Number) after placing 1 before the ext.Calls coming to the trunk,we con figure a option in trunk whether to enter a digit or delete a digit.Always changes will be done to the start of the ext.Here we add 1 to the start od DID ext and create a VDN 1222.Each VDN carries a number of it's vector,measurability,COR,COS and other parameters.Measured parameter have 4 options int/ext/none/both.All of them are defining the source of reports.
For external call handling we need E1 cards.Let's take a example of 8 E1 card PBX system,4 E1 cards for the cal
Showing posts with label Avaya. Show all posts
Showing posts with label Avaya. Show all posts
Friday, February 8, 2008
Thursday, February 7, 2008
Basics of AVAYA
In my internship I occupied in keels business system ltd,a company in the IT sector of the john keels group.KBSL is a information/Systems Integrator for Enterprises in Sri Lanka.Here I got trained in different sections server,call center,network,loggers,IVR and storage sections.I got chance to deal with real customer problems and come up with solutions.
From this article I'm going to tell the call center solutions mainly AVAYA products handled by KBSL.Let's have some idea about AVAYA products and it's features.
For call centers it's important that we can comunicate free of charge with in the center.If some one calling from out side we have to coordinate with external party(service provider),call will route through public switched terminal network(PSTN).Private Automated Branch Exchange(PABX) plays main role in this process.There may be connection to external parties or to another PBX from a PBX.In john keels holdings we have 5 locations have their own PBXs interconnected all together.There are 3 categories of end points Analog,Digital and IP.Analog and digital end points use Time Devision Multiplexing,IP end points using Internet protocol packet switching.When data and voice in a single network we call it a converge network.AVAYA moving towards voip platform so we have to convince customer to move on to ip platforms.Anlog phone is similar to what we have in our home.Digital phone has some features as call logs,to cater those features it need power,which supplies by the power supply of the PBX.For IP phones we have to install a additional power distribution unit to cater its requirements.
There several card which move in to the PBX system.From the PBX there is connections going to Main Distribution Frame(MDF),called as equipment side.If there are several buildings then it divides in to several Sub Distribution frames(SDF) before it reach end points.CO cards have 8 central office lines.E1 card has 1 E1 lines 30 simultaneous lines,we are getting those on 4 wires TX pair and RX pair.If it is IP we don't need extra card but CLAN.For Analog and Digital we need digital and analog boards(24 port on each).From CLAN we can serve 400 IP phones and media processor can handle 320 packets.
There is trend in customers that they don't want to spend money on their own PBX system,but they prefer to pay a rent if some service provider hosting thr PBX.In this concept all the equipments and lines belong to the service provider,and they can host the PBX in to 2 or 3 companies.They can ask for a rent and can be charge on agent basis.Service provider has the full ownership and management.Here what the can do is whole thing should be in IP platform or they can deploy gateways in customer premises.
In the beginning product now we are talking is come under the name AT&T,but it divided in to sections as AT&T for high end switch providers(SLT) and Luicent for low end providers(Celltel).In 2002 Luicent change it name to AVAYA,which brought over by TPG capital and Silver Lake.They are the only owners in AVAYA,there are no shares in the market.As in IP platform concern CISCO is competing AVAYA.
Avaya communication manager is thousands of C codes built on Linux platforms.Avaya CM5 is release 5 on Linux,but Cisco call manager 5 is the second release on Linux.This fact sounds AVAYA more reliable to me.
To connect to the PSTN we use CO(central office)lines and E1 lines.E1 uses two signaling protocols ISDN and R2 signaling.There is a limitation in R2 signaling,it doesn't allow name passing transparency,but ISDN has allow it.This is a useful feature to serve customers in call centers,agent can welcome the customer from his name.To connect two PBXs together we use QSIG signaling.
Let's consider some basic features in AVAYA.
Auto attendant:
When you call to a company you may have hear a announcement which says if know the extension you can dial the extension or wait until operator connects you.Auto attendant is this if know the extension we don't need a operator.
Direct Invert Dialing(DID):
Service provider has given us a E1 line which can cater 30 channels simultaneously.But service provider has allocated extension blocks that we can use for our company.Let's say we got 300-399 block.So in DID we can call directly to a person using his extension at the end.
for operator :2317000
Directly to 350:2317350
Transferring:
We can transfer calls to other places,even after we pick the phone
Conferencing:
We can get multiple parties to join to the same discussion on telephone.
Call Pick up:
We can create a group,and we can pick up call from any where within the group.It is need not be the original phone.
Call waiting:
When I'm in a call,if some one calling me that call appears in the phone.If I want to answer that 2nd call I can put 1st person in to on hold.
Call Coverage:
This feature send received call to the next person if I'm busy.It will ring mt extension some time(as we planned) and then will ring the next place.Anyhow the call will get served.
From this article I'm going to tell the call center solutions mainly AVAYA products handled by KBSL.Let's have some idea about AVAYA products and it's features.
For call centers it's important that we can comunicate free of charge with in the center.If some one calling from out side we have to coordinate with external party(service provider),call will route through public switched terminal network(PSTN).Private Automated Branch Exchange(PABX) plays main role in this process.There may be connection to external parties or to another PBX from a PBX.In john keels holdings we have 5 locations have their own PBXs interconnected all together.There are 3 categories of end points Analog,Digital and IP.Analog and digital end points use Time Devision Multiplexing,IP end points using Internet protocol packet switching.When data and voice in a single network we call it a converge network.AVAYA moving towards voip platform so we have to convince customer to move on to ip platforms.Anlog phone is similar to what we have in our home.Digital phone has some features as call logs,to cater those features it need power,which supplies by the power supply of the PBX.For IP phones we have to install a additional power distribution unit to cater its requirements.
There several card which move in to the PBX system.From the PBX there is connections going to Main Distribution Frame(MDF),called as equipment side.If there are several buildings then it divides in to several Sub Distribution frames(SDF) before it reach end points.CO cards have 8 central office lines.E1 card has 1 E1 lines 30 simultaneous lines,we are getting those on 4 wires TX pair and RX pair.If it is IP we don't need extra card but CLAN.For Analog and Digital we need digital and analog boards(24 port on each).From CLAN we can serve 400 IP phones and media processor can handle 320 packets.There is trend in customers that they don't want to spend money on their own PBX system,but they prefer to pay a rent if some service provider hosting thr PBX.In this concept all the equipments and lines belong to the service provider,and they can host the PBX in to 2 or 3 companies.They can ask for a rent and can be charge on agent basis.Service provider has the full ownership and management.Here what the can do is whole thing should be in IP platform or they can deploy gateways in customer premises.
In the beginning product now we are talking is come under the name AT&T,but it divided in to sections as AT&T for high end switch providers(SLT) and Luicent for low end providers(Celltel).In 2002 Luicent change it name to AVAYA,which brought over by TPG capital and Silver Lake.They are the only owners in AVAYA,there are no shares in the market.As in IP platform concern CISCO is competing AVAYA.
Avaya communication manager is thousands of C codes built on Linux platforms.Avaya CM5 is release 5 on Linux,but Cisco call manager 5 is the second release on Linux.This fact sounds AVAYA more reliable to me.
To connect to the PSTN we use CO(central office)lines and E1 lines.E1 uses two signaling protocols ISDN and R2 signaling.There is a limitation in R2 signaling,it doesn't allow name passing transparency,but ISDN has allow it.This is a useful feature to serve customers in call centers,agent can welcome the customer from his name.To connect two PBXs together we use QSIG signaling.
Let's consider some basic features in AVAYA.
Auto attendant:
When you call to a company you may have hear a announcement which says if know the extension you can dial the extension or wait until operator connects you.Auto attendant is this if know the extension we don't need a operator.
Direct Invert Dialing(DID):
Service provider has given us a E1 line which can cater 30 channels simultaneously.But service provider has allocated extension blocks that we can use for our company.Let's say we got 300-399 block.So in DID we can call directly to a person using his extension at the end.
for operator :2317000
Directly to 350:2317350
Transferring:
We can transfer calls to other places,even after we pick the phone
Conferencing:
We can get multiple parties to join to the same discussion on telephone.
Call Pick up:
We can create a group,and we can pick up call from any where within the group.It is need not be the original phone.
Call waiting:
When I'm in a call,if some one calling me that call appears in the phone.If I want to answer that 2nd call I can put 1st person in to on hold.
Call Coverage:
This feature send received call to the next person if I'm busy.It will ring mt extension some time(as we planned) and then will ring the next place.Anyhow the call will get served.
Monday, December 31, 2007
Avaya IP soft phone
IP Softphone works the same way as an IP phone. IP Softphone makes it easy to place and receive phone calls from your PC or laptop, making it ideal for working from any location with an internet connection – such as home office, a hotel, coffee shop, or even an airport.
It offers simple Graphical User Interfaces (GUIs) and integrates well with Microsoft desktop applications such as Outlook and Internet Explorer, enabling click to dial and screen pops. There are options to add Instant Messaging and Presence as well as videoconferencing for enhanced collaboration capabilities. IP Softphone links with your deskphone so that calls to you will ring at your deskphone and PC.
Call center- proof of concept
The system is designed with a centralized server where all station registration and call control happens. There are distributed gateways across various geographically dispersed locations to support TDM connectivity and media resource distribution.
Survivability is built for each remote location in case of a link failure or central location failure. The system is a fully redundant server system with a backup option connected at DR site. The main server is a duplicated server with active and hot standby servers where fail over happens seamlessly.
The system will demonstrate two separate sites. Main Site consists of a S8720 Media server and G650 Media Gateway. Remote Site will have another G650 Media Gateway controlled by the Main Server.Additionally the Remote site will have a S8300 Media Server and housed in a G700 Media Gateway.
The stations physically distributed between two sites will be administered on the Primary Server located Main Site. Avaya Communication Manager allows the customer to create the dial plan using from three to seven digits.
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