BusinessPhone Communication Platform 5.1
Facilities

## Call Centre Assistant (CCA)

## General

Call Centre Assistant (CCA) is a client/server application providing advanced call management, call centre statistics, screen pop of customer data and abandoned queued calls lists to call centre agents and supervisors. CCA puts ACD and telephony functionality of supervisors and agents (users) onto the PC screen. It is intended for call centre agents and supervisors as well.

## Use

Adding the CCA to the BusinessPhone call centre offering, fulfils the customer needs for improved call centre performance. By truly integrating the computer and the ACD functionality of the ASB 150 02, CCA provides full control of the agent’s telephone from the PC. It provides the agent with the ability to perform all agent related activities, including logging on to ACD, marking themselves ready for ACD-groups, managing clerical time, entering call codes, monitoring other agents, sending messages and more.

CCA is positioned as a tool supporting the agent and the supervisor in their essential daily tasks in efficient sophisticated small to medium sized call centres.

## Operation

### General

The CCA application is essentially a graphical user interface desktop application. CCA has a client/server architecture, where individual agent desktops communicate with a central server over a LAN or WAN. The agent desktops and the server require the BusinessPhone TSAPI link (BusinessLink for Windows) to provide call control, such as making, answering, transferring and conferencing calls, and ACD statistical information.

It provides configuration data by integration into the BusinessPhone Call Centre Supervisor (CCS) product. The CCA also interfaces with the BusinessPhone Operator Suite (especially with the Directory Manager) to provide a corporate directory in addition to a personal directory which is always provided with the CCA. CCA operates under Microsoft Windows NT (Server/Client) and Microsoft Windows 95 (Client) as a Win 32 (32-bit) application.

The integration with BusinessPhone Operator Suite application and BusinessPhone Call Centre Supervisor application provides additional functionality. However, they are not required for the CCA to operate.

### Description of components

#### BusinessLink

The BusinessLink which resides in a Windows NT machine provides call control and enhanced ACD functionality between the CCA desktop application and ASB 150 02. All of the functions provided in CCA are accomplished via channels between BusinessLink and CCA desktop application/CCA service depending on the nature of the functions.

##### Ericsson TSAPI (32-bit Client DLL for Windows NT/95)

Individual agent/supervisor desktop applications will use TSAPI to communicate with BusinessLink in order to control the telephone device. Ericsson TSAPI is a TSAPI Client DLL running on Windows NT and Windows 95, which converts TSAPI into CSTA ASN.1 for 32-bit applications. The ASN.1 packets can then be directly sent to BusinessLink over TCP/IP.

This Ericsson TSAPI DLL will allow any TSAPI 32-bit application to work directly with BusinessLink.

##### CCA Database

The CCA database contains the configuration information defined via CCA configuration application and agent activity information such as dialed number information.

The CCA database can be created in two ways. If a Microsoft SQL Server exists in the network to be used by Operator Suite, the CCA database will be created in the SQL Server. Otherwise, the CCA Database will be created using the MS Access Jet Engine, which means that the customer does not have to buy any database product.

##### CCS Server

The CCS Server which manages ACD real-time statistics and resource management information, resides on a separate PC in the network. The CCA Server will directly access the CCS Server database for configuration data.

##### Operator Suite Database

The Operator Suite database which contains the directory information managed by the Directory Manager, resides on a separate PC in the network. The Directory Manager database contains corporate directory information which is accessed from CCA desktop applications.

##### CCA service

The CCA service which resides on the CCA Server machine (Windows NT) provides co-ordination between the individual CCA desktop applications, BusinessLink and ASB 150 02. It is a central point to access the CCA database. It also interfaces with the CCS database for configuration data. Refer to CCA Service section of this document for detailed information.

##### CCA Configuration

CCA users can configure system parameters and CCA data via the CCA configuration application which can run on either the CCA server or client PC. Users can also define user types and users.

Refer to the configuration section of this document for detailed information.

##### CCA Desktop

The CCA desktop application which resides on Windows NT and Windows 95, provides a user-friendly graphical interface to provide call control, enhanced ACD functionality and real time ACD statistics.

#### Structure of CCA application (desktop)

The features of CCA desktop application are divided into two general categories:

- Call Control features (The Call Window) allows to control the desktop telephone via a computer interface, including making, answering, holding, conferencing and transferring calls.
- Enhanced ACD functionality (The Desktop Toolbar) allows the agent/supervisor to access ACD features on the ASB 150 02 via a computer interface, such as logging on/off, managing clerical time or call codes. Additionally, CCA provides ACD features currently not available with the ASB 150 02 ACD system such as forcing the log off of agents, continuous monitoring of agents, desktop messaging, etc.

#### The Call Window

The Call Window allows to perform basic call processing functions and specific ACD features.

The following functions are accessible via the Call Window:

- dial
- answer
- hang-up
- hold/off hold
- transfer
- conference
- private divert
- Help
- enter call codes
- stop clerical state
- get abandoned call from caller list

The Call Window offers important information about the call currently ongoing on the agent’s/supervisor’s telephone:

- Status (text and colour indication)
- Duration Time
- ACD-group
- Name (if available)
- Number (if available)
- Queue Time (time in queue of the calling party - ACD calls)
- Called Number (original dialled number)

All these functions can be performed by either using the keyboard function keys or the mouse.

#### The Desktop Toolbar

The Desktop Toolbar with command buttons will appear on the agent’s/supervisor’s desktop with the associated privilege level of the agent/supervisor. Each agent/supervisor can be assigned different privileges. The privileges are assigned through the CCA Configuration application (see CCA Configuration Tool).

The example below shows the Desktop Toolbar of a supervisor with full functionality:

The buttons correspond to the following functionality:

- dial
- pause
- ACD log on and group membership
- force log off
- monitoring
- ACD-group day/night-switch (diversion)
- ACD statistics
- desktop messaging
- view abandoned callers list
- desktop menu

For an agent/supervisor having fewer privileges the Desktop Toolbar is limited. Below is an example of a minimum agent toolbar for a user with limited privileges:

#### Important features

- Making calls

- CCA provides dialling capability via digit entry on the PC, directory dialling by using the CCA personal directory or the BusinessPhone Operator Suite corporate directory. The Search functionality of CCA works transparently with these two directories.

- Receiving calls

- The Call Window is popping up on to the screen, if the user wants this option. The user will also be alerted by a red colour in the status field.

- Agent ACD log on/log off

- Provides basic ACD log on/log off and ACD Pause capability. Additionaly, privileged users may modify their ACD configuration, or that of another agent, to better respond to traffic flows and to change shifts.

- Help/Intrude

- Allows users to request assistance from a supervisor for a particular call and to send an accompanying message with the request. If the request is accepted, the supervisor is automatically placing a call to the agent requiring assistance. The user may select from a list the supervisor or super user (can be defined in the system) to be contacted in case of needed help.

- Continuous monitoring

- Allows a supervisor or privileged users to monitor user’s conversation over successive calls or one single call. If the designated agent receives a call, the supervisor is automatically brought into the call via silent intrusion by CCA.

- Clerical time

- Visual indicator of clerical time, manual cancelling of clerical time.

- Force log off/Pause

- Allows a privileged supervisor to change the ACD status of another user or the entire group of users.

- Call code entry

- Allows users to enter one or more call codes from a pre-defined list for in- and outbound calls. Call codes are sent to the CCS (if existing) and are validated by CCS.

- Consultation Call Information

- If an agent is consulted by another agent with an ACD call on hold, the consulted agent can view details about the ACD call.

- Desktop messaging

- Allows privileged users to send a text message to other users or groups of users. The user can select from a list of logged on agents and user groups.

- DTMF support

- CCA supports sending of DTMF tones.

- Statistics

- CCA enables users to view real-time statistics.

- Call-back of abandoned queued calls

- The abandoned queued calls are presented to the users as a list of all abandoned queued calls. The user has a button to execute, schedule or delete a call. The user has access to the Dial Directory or the Dial Pad. Search functionality is supported.
- The entries are checked with the log file to search for identical caller numbers to display the number of times a specific call has been abandoned.
- It is also configurable whether the abandoned queued calls shall be presented to the user as a list or directly as pop-up dialog.

- DDE: Screen Pop

- CCA provides a DDE interface (Dynamic Data Exchange), which allows CCA to trigger other applications to perform actions on CCA’s behalf, and allows other DDE-enabled applications to instruct CCA to perform actions on their behalf.
- If you have been assigned with the Configure DDE privilege, the Configure DDE command, which opens the Event Manager dialog box from which you can configure the DDE interface, will be available on the Desktop menu.

### CCA Configuration Tool

This tool is used by the system administrator for the administration of the CCA as well as the maintenance of data defined by the Call Centre Supervisor (CCS). CCA Configuration is used to configure and view the properties of CCA system as well as individual objects such as ACD-groups, agent groups, call codes, divert destinations, users and user types.

#### Integration of BusinessPhone Call Centre Supervisor

When interfaced with BusinessPhone Call Centre Supervisor (CCS), data (such as ACD-groups, agent and call code information, agent greetings and divert destinations) can be imported from CCS, thus minimizing the efforts to configure CCA data.

#### Integration of BusinessPhone Operator Suite

When interfaced with BusinessPhone Operator Suite (Directory Manager), the call control aspect of CCA is enhanced by allowing access to the corporate directory provided by BusinessPhone Operator Suite. Through an easy to use Dialogue, the user can search and select a telephone number from the directory where internal as well as external telephone numbers are available.

## Capacity

Calls per hour |  | about 1700 Servers 1 |
Users/Agents |  | configurable |
ACD Groups |  | 8 |
User Types |  | configurable |
Max. Agents active |  | 40 |
Trunk lines |  | 60 |
Agent Pins |  | 0-999 |
Call Codes |  | 0-99999 |
Databases |  | unlimited (depends on the available disks storage) |

## Limitations

None

## Programming

See Start of Operation (2/1537-ASB 150 02 Uen).

## Equipment

ASB 150 02 system software R10 or higher and one free V.24 port on the CPU-D_4 board are required.

### Protection Unit

An adaptation unit (also known as WIBU-dongle) is required for every software release. This determines the number of agents supported by the system according to the structure of the product. For a detailed description of the adaptation unit handling please refere to Technical Guide of CAA. There are located very important notes concerning protection philosophy of CCA.

### System Telephone

The following telephones of the Dialog 3000 series may be used in combination with CCA:

- DBC 211
- DBC 212
- DBC 213 (recommended, see note)

Note

In case of network faults/problems it is possible with the DBC 231 telephone to handle ACD activities without having access to CCA.

### Connection to the ASB 150 02

The following hardware is required for connection of the CCA to the ASB 150 02.

#### V.24 cable to connect ASB 150 02 and the Server PC

For detailed information about the connection to the ASB 150 02, see document Start of Operation (2/1537-ASB 150 02 Uen).

For detailed information about the installation of the software, see CCA Technical Guide.

### Hardware Requirements

#### CCA Server

- Pentium 200 MHz Windows NT compatible PC
- 32 MB RAM
- Network Interface Card
- 100 MB of free hard-disk storage

#### CCA User’s Desktop

- Pentium 200 MHz Windows NT or Windows 95 compatible PC
- Monitor with 800 x 600 resolution
- 32 MB RAM
- 50 MB of free hard disk space
- Network Interface Card

#### Communication

- TCP/IP protocol
- NetBEUI protocol

Note

These are only minimum hardware requirements for CCA application. If other applications are also running on the same PC, a higher grade machine will be required.

### Software Requirements

#### CCA Server

- Windows NT version 4.0
- BusinessPhone BusinessLink 32-bit Client DLL

#### CCA User’s Desktop

- Windows NT version 4.0 or Windows 95
- BusinessPhone BusinessLink 32-bit Client DLL

### Documentation

The documentation will be delivered on the product CD-ROM in Adobe PDF (printable document format) in two versions (designed for screen viewing and designed for printing).

- BusinessPhone Call Centre Assistant – User’s Guide
- BusinessPhone Call Centre Assistant – Technical Guide
- BusinessPhone Call Centre Assistant – Quick Reference Guide

Revision: G © Ericsson Enterprise 2003