IP Office Contact Center

Architecture Overview

© 2016 Avaya, Inc. All rights reserved.

Module /Lesson Objectives
At the end of this session, you should be able to:

 Describe Avaya IP Office Contact Center features and

functionality.

© 2016 Avaya, Inc. All rights reserved.

IPOCC- All-in-One Suite

Customer / Contact Center

prospects Resources

Agent Groups
Voice
inb./outb.

Agents
Contact Management
Email
External
Universal Queue Destination

Contact Center
Waiting
Chat,
IPO CC Announcements
www
Call Back Multi Channel
Skill-based routing
IVR Agents
Channel prioritization

© 2016 Avaya, Inc. All rights reserved.

IPOCC Technical Highlights

Provides integrated contact center capabilities specifically designed for businesses

supporting between 5 and 250 contact center agents and supervisors.

Integrated Contact Center Suite for Voice, Email, Chat

Scalable from one server up to a distributed system with multiple

servers.

Using TCP and CORBA for stable and reliable communication

Unified PostGreSQL database access for all processes (C++, Java)

Unified powerful tracing and logging system for all components

© 2016 Avaya, Inc. All rights reserved.

IPOCC System Deployment

 IPOCC offers a number of deployment options with the flexibility to meet

the needs of every customer.
On-Premise deployment by an Avaya partner who
is Authorized to Sell and Install IP Office Contact
Center. RICS can be involved for Implementation
Support.

Avaya hosted solution on the Google Cloud known

as Customer Engagement OnAvaya - Google
Cloud Platform.

Deployed by service providers within their

network to deliver a partner branded powered
by Avaya IP Office Contact Center solution.

© 2016 Avaya, Inc. All rights reserved.

IPOCC On Premise Deployment

IPOCC Deployment Options supported on-premise:

Virtualized
Environment = Software Only =
Customer Supplied Customer Supplied
(Server + VMware)+ (Server + OS) +Avaya
Avaya Supplied supplied Application
Applications

Server Appliance =
Avaya Supplied (Server
+ OS +Application)

© 2016 Avaya, Inc. All rights reserved.

IPOCC Features

Easy installation & update

 Silent (unattended) installation with Setup Wizard

 Easy backup and system recovery

All in one user interface

 Same UI for supervisor and agent
 Features controlled by user privileges, authorization and configuration
 Free configurable agent application
 Real free seating (Agent Roaming/Hot Desking)

Flexible routing (with graphical frontend)

 Mixed mode Voice (IPO), Email and Chat in one Taskflow.

Integrated IVR

 Flexible real-time elements with interaction (e.g. call pickup)

© 2016 Avaya, Inc. All rights reserved.
IPOCC Terminology

Task
Task Represents a voice Call or an Email or chat session

Media independent Route Point (virtual device that can

Topic receive multiple, simultaneous calls for redirection via
TaskFlow). Tasks are queued at the Topic.

Agent Group / AG Is a list of agents configured for the AG, destination

CRM Connectors
for routing, Tasks are not queued at the AG

Team Administrator
Is UI configured in a team, used for
a list of agents
reporting

Monitoring IPO and IPOCC

Real-time synchronization
Reporting (Update interval =0 seconds)

© 2016 Avaya, Inc. All rights reserved.

Preconditions & Installation Enviroment

Server O.S.: Server Virtualization: Server Processor & Memory:

 Windows Server 2008 R2  Supports redundancy and  Less than 100 agents:
standby solutions e.g. – Intel Xeon E3
Standard 64–bit Edition Quadcore 3.1 GHz
VMWare Vmotion
SP1  ESXi 5.1 – 8 GB DDR3 ECC
 Windows Server 2012 R2  2.4/2.6 GHz Host CPU block
Standard 64–bit Edition  250/900 GB VM Disk  100 to 250 agents:
 Windows update should  8GB/16GB VM Memory – 2x SixCore 2.6 GHz
be controlled based on  1 CPU, 4 core/ 2 CPU, 12 – 16 GB
Avaya recommendations core

Drives: Network: Client O.S:

 HD Less than 100 agents:  ONLY 1 NIC 1 GB uplink  Windows 7

–1 Seagate ST500DM002 500  Firewall must be ENABLED  Windows 8.1
GB 7200 RPM, SATA 6 G 16  TCP v6 must be DISABLED
MB Cache  McAfee Anti-Virus
 HD 100 to 250 agents: recommended
–2x 900 GB (Raid 1)
 Any RAID controller
 DVD-ROM drive

© 2016 Avaya, Inc. All rights reserved.

IP Office Contact Center Main Functions

User
Interface
Call
Database
Routing

Taskserver
Voice Realtime
eMail
IPOCC Statistics
Chat

Administration Historic
Reporting

Outbound
Dialer

10
© 2016 Avaya, Inc. All rights reserved.
 IPOCC Process Overview

IPOCC

IPOCC User Interface

IPOCC Real time Historical

Trace DB Outbound Routing
Access Statistics Reports
Server (autodialer) (vectors) Task- Web
(Monitor_srv) (Statistic_srv) server
IPOCC
Manager Services
Watch
dog Core (kernel)
Postgres DB

Taskserver Interface (Abstraction Layer)

Chat E-Mail
IPO Taskserver Taskserver Taskserver
IVR VEA

CHAP POP3/IMAP
XMPP

SIP TAPI
Extension
150 Chanels Customer
Chat E-Mail
Server System
e.g.
IPO
OpenFire 11
© 2016 Avaya, Inc. All rights reserved.
IPOCC UI
 The IP Office Contact Center UI (User Interface) application lets you configure,
manage, make calls, monitor, create reports, edit emails and set up the IP Office
Contact Center UI application.
– Customer Service Modules: Home, Telephony, E-mail, and Chat.
– Supervisor Modules: Realtime information, Reporting, Agent Evaluation and Contact
Evaluation.
– Administration Modules: Configuration ,Task Flow Editor, IVR-Editor, Dialer , Protocol,
E-mail configuration, Textblock administration, and Address book administration.
 All Modules of IPOCC reside in one of three portals:
– Agent Portal
– Supervision
– Administration

© 2016 Avaya, Inc. All rights reserved.

IPOCC Configuration
 Configuration Module

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 IPOCC Database Architecture

Database

 All configuration data are stored in IPOCC Component

the Postgres database cc.
 All components use the Common DB Client Library (C++/Java)
Corba DB API for access to
database cc. CORBA

 Table-based notification service for

Common Corba DB Client API
data updates towards server
processes and clients.
Database Notificarion
 Databases used in IPOCC: Access
(DB_SRV)
Server
(LNA_SRV)
– cc: Config, Statistic, Taskflow
– UM (C3k): eMail
– Tr: Taskreport database
Postgres
– Mediastore: Chat archive DB

– Adb: addressbook
14
© 2016 Avaya, Inc. All rights reserved.
 CORBA

Database

 CORBA is a standard for inter

IPOCC Component
process communication:
– In IPOCC we use the free OmniORB
implementation for C++ and JACORB for DB Client Library (C++/Java)
Java
– To establish a communication, a client CORBA

needs to get the to know how to establish

the communication to a service. Common Corba DB Client API
This information is provided by a „Name
service“.
Database Notificarion
– The CORBA “Name service” is installed Access Server
only once per system (OmniNames) (DB_SRV) (LNA_SRV)
– All Services register at the name service
and registration are stored persistent on
the file system
– All installed IPOCC components need to Postgres DB
know where the name service is found.
- hostname and TCP port
15
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 Taskserver Interface

Taskserver
IPOCC User Interface
Taskflow Editor

 Abstraction layer for all kinds of routable items

(calls, e-Mails, chat)-> in general: Task routing
 Every Taskserver encapsulates the specific
behavior of the subjacent system.
 Common abstract task model as base for the Core Services

core, routing & reporting engine and the user

interface. Taskserver
Interface Database
 New PBXes or other task types can be easily Access
integrated by writing a new specific Taskserver.
(What Ever)
 Decentralized system configuration for PBX Taskserver
Config
Sync.
connections (and media streams).
SIP / CSTA / TSAPI /
TAPI / POP3 / IMAP /
XMPP Postgres Db

(What Ever) e.g.

IPO/Email/Chat

16
© 2016 Avaya, Inc. All rights reserved.
 Voice Extension Adapter (VEA)

Taskserver

 Controls the Routing- and Queuing Devices of the Call Center

System
 Controls and creates the route request sessions sent to the system.
 Queue Device
– Plays simple announcements by concatenating WAV files (by
telling the CHAP which WAV file to play)
 Establishes outgoing call center calls for the mechanic dialer
 Several VEA services running on different servers connected to a
single Taskserver are possible (scaling)

17
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 CHAP = Common Hardware Abstraction Platform
CHAP

 Abstraction layer for many kinds of telephony

interfaces
 Encapsulates the telephony interface CHAP
– QSig IP Trunk (ACM)
– SIP Trunk (ACM) CHAP Framework Corba API

– SIP Extensions (new for IPO) CHAP CORE

– TSAPI (working, but not used)

QSG IP Adapter

CAPI Adapter

TAPI Adapter

TSAPI Adapter
SIP Adapter
– TAPI (working, but not used)
– CAPI (working, but not used)
 Used also in other Avaya projects
 is used to provide a common interface to the
switch, regarding routing and media streaming
 Chap Sync: Database Interface for the CHAP
– Synchronies the CHAP configuration from the DB to
a CHAP-Property-File
18
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 Routing
IPOCC
Routing & User
Core Interface
(Taskflow
Services Editor)

 The core components are driving an abstract,

task type independent task model
 Independent from the kind of the switch
connection
Routing
 High flexible routing engine with graphical (vectors)
Taskflow editor
Taskserver
 Integrated customer identification with Core (kernel) Manager Database
Access
customer specific routing options (e.g. Last
Agent, Preferred Agent) Taskserver Interface

 Due to the DB API all configuration changes (What Ever) Config

Sync.
Taskserver
will immediate update any process without
restart in real time SIP / CSTA / TSAPI /
TAPI / POP3 / IMAP /
XMPP Postgres DB

(What Ever) e.g. PBX

19
© 2016 Avaya, Inc. All rights reserved.
 Core Components IPOCC
Routing & User
Core Interface
(Taskflow
Services Editor)

 Kernel
– The kernel encapsulates all Taskservers and media
handling
– Statistic and vectors do not need to know about media
(interfaces are independent)
– Events from Taskservers are synchronized Routing
(vectors)
– Kernel handles VEP (Virtual endpoint) and PEP (physical
endpoint)
Taskserver
Core (kernel) Manager Database
 Taskserver Manager Access

– This process manages the different Taskservers Taskserver Interface

– The kernel doesn‘t know anything about the Taskservers

(What Ever) Config
running or configured Taskserver Sync.
– Each Taskserver registers at the Taskserver Manager.
SIP / CSTA / TSAPI /
– Kernel Process get the information about the connected TAPI / POP3 / IMAP /
XMPP Postgres DB
Taskserver from the Taskserver Manager.

 Vectors (What Ever) e.g. PBX

– Routing Process: distribution rules according active

Taskflow 20
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 Statistics
Real time
Statistics

 Preprocess the core data for the registered

clients
 Data updates are sent and visualized Real time statistics
immediately at the clients (Monitor_srv)
 Scalable
Core (kernel) Database
 Real time information available for all Access

authorized clients Taskserver Interface

 Unlimited customizable real time reports (What Ever) Taskserver

with interaction (e.g. Call Pickup)
SIP / CSTA / TSAPI /
 Easy interaction with the routing engine by TAPI / POP3 / IMAPI /
XMPP Postgres DB
changing variables through the graphical
monitoring user interface. (What Ever) e.g. PBX

21
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 Historical Reporting
Historic
Reporting

 Preprocess the core data for the historical

reports
 Preprocessed data are stored in the DB
Postgres
DB
 More than 1200 counters available Task TaskReport
Report
 All authorized clients can generate reports
 Unlimited customizable historical reports for Historical Reports
(Statistic_srv)
all call center objects: Topics, Agents, Agent
groups, Teams… Database
Core (kernel) Access
 Contact details available (Task Report)
Taskserver Interface

 Agent contact and customer contact history Taskserver

available
SIP / CSTA / TSAPI /
 Generates automatic scheduled reports TAPI / POP3 / IMAP /
XMPP Postgres
DB

 (Automatic) export to CSV/Excel files

e.g. PBX
– Send exported Reports via E-Mail
22
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 IVR
IVR

 Integrated IVR
– Switch independent
– SIP extension on IPO (or other systems)

 Graphical script editor

 Call recording
 Voice messages
Core (kernel & routing)
 ODBC Database
Access
IPO Taskserver
 DTMF Detection
 TTS (Microsoft or Nuance supported) CHAP IVR

 ASR(requires Nuance license) SIP Extension

TAPI

 Scalable

IPO
23
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 Outbound Campaigns
Outbound

 Outbound Campaigns for

– Topics
– Agents (with preview)
 High flexible campaign management
 Unlimited amount of campaigns Outbound
(autodialer)
 Agents are available for inbound & outbound
at the same time. Database
Access
 Import jobs from CSV files Core (kernel & routing)

 Web based call back Taskserver Interface

Taskserver

SIP / CSTA / TSAPI /

TAPI / POP3 / IMAP /
XMPP Postgres DB

e.g. PBX
24
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 IPOCC Watchdog
Administration
&
Support
Tools

 Watchdog
– Startup of the server components based IPOCC Server

on the configuration
IPOCC Process 1
– Restarting stopped processes
– Shutdown the server system IPOCC Process 2
– Synchronizes distributed servers IPOCC
installations Watchdog IPOCC Process n
– Can start and supervise any windows Database
application/service XML Access
Config
– Unlimited number of run levels
– XML based configuration
– Windows service

25
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 Trace System
Administration
& Trace Console
Support
Tools

 Trace System (Server)

– Default trace system for all processes
– Trace via TCP network (encrypted) IPOCC
Process 1
– Log files for each connected process (default one file a IPOCC
day) Process 2
– Easy log file management (Timespan)
– Scalable IPOCC IPOCC
Trace Process n
– Categories can be switched in each process Server
– Commands provided by the application can be executed Database
Access
– System status overview
XML
– 3rdparty applications Config
3rd
can be traced TT
Party
Adapter
– Easy integration for C++, Java, .net App
File System
– Windows service
Trace Configuration UI
26
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 Web Services
Web
Services

 Webservices
– Open development API for customer
integration projects Tomcat
ApplServer

– Taskhandling
– Web Application integration into Customer
specific application for agents (e.g. answer Real time
call, to set reasoncodes, drop call etc.) statistics
– Based on the Taskserver interface -> same (Monitor_srv) Web
information provided as for the IPOCC UI Services
Database
– All TaskTags available Core (kernel) Access
– Realtime data Taskserver Interface
– Customer website integration
Taskserver
– Based on the real time data server:
same information as provided in the
SIP / CSTA / TSAPI /
Realtime UI. TAPI / POP3 / IMAP /
XMPP Postgres DB

e.g. PBX

27
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 IPOCC Process REVIEW

IPOCC

IPOCC User Interface

IPOCC Real time Historical

Trace DB Outbound Routing
Access Statistics Reports
Server (autodialer) (vectors) Task- Web
(Monitor_srv) (Statistic_srv) server
IPOCC
Manager Services
Watch
dog Core (kernel)
Postgres DB

Taskserver Interface (Abstraction Layer)

Chat E-Mail
IPO Taskserver Taskserver Taskserver
IVR VEA

CHAP POP3/IMAP
XMPP

SIP TAPI
Extension
Customer
Chat E-Mail
Server System
e.g.
IPO
OpenFire 28
© 2016 Avaya, Inc. All rights reserved.
Checkpoint
An email routed to the IPOCC must have a Topic Name.
a. True
b. False

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Checkpoint
Supervisors and Agents in IPOCC access different user interfaces.
a. True
b. False

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Checkpoint
Speech Recognition and Text-to-Speech is supported with IPOCC
IVR.
a. True
b. False

© 2016 Avaya, Inc. All rights reserved.

Module / Lesson Key Takeaways
 IPOCC offers multimedia (voice, email and chat) skill based routing
to agents and external destinations with the benefit of an integrated
IVR for options such as Queuing, Menu selection and message
taking.
 The IPOCC User Interface is for all features and all roles –
privledges and profiles control user access.
 Key Terms:
– Task : represents a voice Call or an Email or chat session
– Topic: media independent Route Point (virtual device that can receive
multiple, simultaneous calls for redirection via TaskFlow)
Tasks are queued at the Topic
– Agent Group / AG: Is a list of agents configured for the AG, destination
for routing, Tasks are not queued at the AG!
– Team: Is a list of agents configured in a team, used for reporting
 Server components:
– The abstraction layer which provides the task server interface
– Components below abstraction are dependent on the Phone, Chat, or
Email task system type.
– The components above the abstraction layer are independent of task
type and independent of the type of PBX that is connected to the IPOCC.
© 2016 Avaya, Inc. All rights reserved.