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
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 3
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
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 4
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 u p 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
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 5
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
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 6
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
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 7
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
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 8
Content
ALL-IN-One Solution Highlights
ALL-IN-One Solution Functions
ALL-IN-One User Cases
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 9
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.
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 10
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
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 11
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
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 12
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 TECHNOLOGIES CO., LTD. Huawei Confidential Page 13
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
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 14
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
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 15
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.
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 16
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
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 17
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
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 18
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 …
…
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 19
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.
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 20
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
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 21
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
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 22
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.
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 23
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
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 24
Content
ALL-IN-One Solution Highlights
ALL-IN-One Solution Functions
ALL-IN-One User Cases
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 25
Worldwide Applications for SMEs
Mauritania Mobile
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 26
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
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 27
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.
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 28
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 TECHNOLOGIES CO., LTD. Huawei Confidential Page 29
Thank you
www.huawei.com
