Huawei All-in-one Box IPCC Solution

HUAWEI TECHNOLOGIES CO., LTD.

www.huawei.com

Huawei Confidential

Security Level:

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Huawei All-in-one Box IPCC Solution

2011/12/12

Huawei IPCC Department

Administrador

Stamp

HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential

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Regional Leadership as World-class Players

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Huawei continuously invest in the field of call centers, total 35,000 seats in 2011 。 First in Chinese Market Fifth in Global Market

Avaya 38%

Alcatel-Lucent 17%

Cisco 16%

Aspect 5%

Huawei 4%

Siemens Enterprise 2%

Altitude Software 2%

NEC, 2%

Mitel, 2%

Zeacom, 2% Others 10%

Gartner 2010

HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 3

ALL-IN-One Solution Highlights

ALL-IN-One Solution Functions

ALL-IN-One User Cases

Content


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ALL-IN-One Solutions Help SMB Successfully

All-in-one solutions, Reducing CAPEX

Unified configuration management tool, Reducing CAPEX

Mature solution Perfect after-sales services system

CAPEX OPEX


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Simplify installation and configuration, Reduce system maintenance

Pre-installed software

Configured script

Pre-producing configuration script, Speeding up the configuration and reducing the difficulty of configuration

Pre-installing software, Building a complete contact center platform only need 2 hours

Central Configuration Sets

WAS Server

B / S architecture, graphic designing for configuration, monitoring and quality control

GUI interface，Graphic designing and only six steps to complete the configuration

Simplify configuration

Simplify installation

Reduce difficulty of configuration and maintenance

Reducing OPEX

ALL-IN-One Solution


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More opening, More flexible

UAP3300

TSAPI Interface Server

TSAPI Interface

New business system

Standard TSAPI interface, easy to integrate with business platform Compatible with existing business system, Protecting customer’s investment Easy to integrate with their own business system, providing a richer solution

Existing business system


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A cabinet-based solutions

Abundant Function — Meet the requirements of SMB

CTI,IVR Routing Intelligently

ACD,PBX

Monitor Report

Inspect

Record

Completely function, meeting the requirements of SMB

Huawei’s ALL-IN-One solution; reducing integration work, improving system reliability


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Support multiple record format

Support agent voice record

Conference room

Voice Conference Record Highlights

High capability

Record real time

Record reliability

Record successful rate

Easy implementation Low network requirement

Distributed voice record

Reduce network bandwidth consumption

High voice quality

Multiple voice record format

Multiple voice process capability





Content

HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 10 Page 10

For Better Understanding

...

ACD + Media (IVR,

Recording)

CTI+IVR Logic

...

Support Applications

All the Software License is sold by Software version, not by time.

60 IVR and 60 Agents with full record and 99.999% reliability

AIC+AIR

G650

S8700 * 2

MCU: 99.999% reliability Call Distribution Server E1 Trunk: PSTN MGW with 12 E1

IVR & Recording Resource

AIR+NICE Recording/…

CTI/Smart CTI

UAP3300

WFM/Work Flow/KBS WFM: IEX Work Flow: Remedy/… KBS:…


Specification(20 Agents)

UAP3300 • PSTN/NGN connection • Media resources • ACD function

PC Server, IBM X3650M2, 2*Xeon quad-core5504 2.0GHz 8G(4*2G)

Specification 1. 20 Agents with voice

record 2. 40 IVR 3. 60 Trunk

1. One PC Server is used for CTI/IVR//Monitor/Quality inspection/Jcccbar

2. One PC Server is used for File Server DB/report Voice record file storage

=20Agent * 8 Hour * 30 Day * 3 Month/ 97 hour=150G


Specification(50 Agents)

UAP3300 • PSTN/NGN connection • Media resources • ACD function

PC Server, IBM X3650M2, 2*Xeon quad-core5504 2.0GHz 8G(4*2G)

Specification 1. 50 Agents with voice

record 2. 70 IVR 3. 120 Trunk

1. One PC Server is used for CTI/IVR//Monitor/Quality inspection/Jcccbar

2. One PC Server is used for File Server DB/

3. One PC Server is used for report Voice record file storage =50Agent * 8 Hour * 30 Day * 3 Month/ 97 hour=375G


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


Smaller Dimension. Powerful Capability

All In One Box

Simple configuration

Narrowband and

broadband integration

equipment

Abundant media

resource function.

Flexible network

structure

Function

6U，250W

2 MCU board slots

8 service board slots

3 type service boards

Specification

Flexible network structure. Smooth expansion

Telecom Level Reliability

ACD IVR

PBX

FAX TTS

ASR Conference

Record

Outbound

Huawei UAP3300 ACD


UAP3300-MRS board function

Call Center Platform File Server

MCU MCU

MRS Board

UAP3300 Internal IP Network

UAP3300 Internal Structure

One UAP3300 supports 6 MRS boards maximum. MRS boards are load balance relationship.

UAP internal network is double plane. This can ensure the reliability.

It connects to outside network through MCU.

It is controlled by CTI platform and MCU

MRS

TTS/ASR Network Management Server

MRS Board Function • Voice announcement

• Digital receiving

• Voice record

• Fax ability（T30.T38)

• TTS/ASR integration ability

• Outbound detection ability


Access Platform

CTI Platform-Routing based on preset skill

IMS/NGN

/PSTN

Telephone Number A

Telephone Number B

Telephone Number C

Skill 1 Number A

Number B

Number C

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.

Skill 2

Skill 3

Agent 1

Agent 2


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


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

CTI Platform-Monitoring Console with Powerful Functions


1 QC

Preparation

QC relationship management Appraisal item management Appraisal template management …

Media recording management Extraction policy management QC plan management Playback and scoring of media records Real-time supervision …

3 Quality

Analysis

QC result analysis Analysis of appraisal item results QC volume analysis Analysis of the number of special SNs …

4 Other

Functions

General query Case management …

2 QC

Appraisal

CTI Platform-Quality Control Service


CTI Platform- Intelligent Report Functions Traffic report System inbound report

IVR traffic report

IVR traffic report (By service type)

Manual inbound call report

Manual inbound call report (By

service type)

Call waiting time report

Trunk usability report

Online agent amount report

Agent report Agent basic information report

Agent login/logout detail report

Agent rest brief report

Agent operation brief report

Inspection operation brief report

Agent operation detail report

Agent outbound call brief report

Agent call traffic report

Agent call traffic report (based on skill

group)

Provides 17 basic reports.

C/S architecture. Report does not support customization.


CTI Platform -Multiple Service Development Tool

SCE Tool VXML Tool

OPEN API

JTAPI

COM/DCOM

CCCBAR

ActiveX/DLL

Abundant interfaces

Abundant Development Tool

C/JAVE development environment.

Development Supporting Team


Voice Conference Record Solution

Core LAN Switch

File Server

File Server

Agent Access LAN Switch

UAP3300

E1 Trunk

Agent phone

Media stream

File transfer stream


Agent framework interface

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

information area

Handle the bulletin and e-mail message

6 Floating work area After an agent answers a call, the system displays the floating work area according to the

call type.

System provides abundant interfaces for Agent Workplace Development.

› API. ActiveX, CCCBAR, JCCCBAR, JTAPI


Multiple Service Development Tools

SCE Tool VXML Tool

OPEN API

JTAPI

COM/DCOM

CCCBAR

ActiveX/DLL

Abundant interfaces

Abundant Development Tool

C/JAVE development environment.

Development Supporting Team





Content


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Worldwide Applications for SMEs

Mauritania Mobile


Helping Vodafone Add Real Value to SMEs

Service revenue in addition traffic revenue: increased by 30%

Better partner management, service innovation, and service

creation

Challenges:

Huawei Solution:

Benefits to Customers:

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.

Business place for developers and partners

Enterprise gateway: office-in-a-box for SMEs to provide

connectivity, security, and services


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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.


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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.

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 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

Thank you www.huawei.com

Huawei All-in-one Box IPCC Solution

Technology

huawei confidentialpage

huawei confidential

ghuawei technologies

comhuawei technologies

uap function

queue function

monitor function

media server ivr