Before the Avaya IR system: separate telephony and data networks
Before implementing their Avaya IR system, TechCare's telephony and data networks were completely separate. The graphic below shows telephony connections in blue and data connections in black.
With separate telephony and data networks:
Calls from the public switched telephone network went to the MultiVantage (DEFINITY) system, which used the Auto Attendant feature to provide options to callers. Recorded messages on the voice messaging system prompted callers with the options.
Based on caller response, the MultiVantage system routed calls to agent splits through internal trunks.
Agents checked account information in the customer database and trouble ticket information in another database, using the LAN for access.
Agents provided information to callers and made any required updates.
All calls at both call centers were handled by agents.
With the Avaya IR system: integrated telephony and data networks
Now, an Avaya IR system in each location provides an interface between the data and telephony networks. (Again, telephony connections are in blue, and data connections in black.) The Avaya IR systems at each call center have access to information stored in data bases, which they convert to spoken information.
With the Avaya IR systems:
Calls from the public switched network still go to the MultiVantage systems, which forward them to the Avaya IR systems via a T1 connection.
The Avaya IR systems provide callers with information and options. Based on caller response, they provide information from the trouble ticket database, or return the call to the MultiVantage for routing to agents to or the voice messaging system.
If the call is routed to an agent, information about the customer and the problem is sent to the agent's desktop by Avaya Interaction Center, which acts on information provided by the Avaya IR system.
If a technician is calling to close a trouble ticket, the Avaya IR system sends information on ticket status to the trouble ticket application.
TechCare has automated the handling of 30% of calls in both centers.
The TechCare call centers have nearly identical call handling requirements:
1800 calls at the busy hour
1400 calls per hour average
Acceptable average hold time of 60 seconds
Both Sun Blade platforms are configured with:
Two dual T1 boards
48 channels, with 42 used for their applications and six ready for growth
One voice response application that supports the creation, status update, and closing of trouble tickets
These configurations are adequate for current call volume at both centers, and they provide 22% additional capacity for growth.
At both TechCare sites, the hardware and software components of the solution are distributed across the LAN. The voice response application resides on the hard drive of the Avaya IR systems. The proxy speech server stores required Text to Speech (TTS) programs.
Future: converged network operations
At the new center in Erie, Pennsylvania, TechCare plans to install an IP-enabled DEFINITY, which will route calls to agents across the LAN, rather than using trunks. All components of the telephony network, including the voice messaging system, will reside on the LAN.
With the converged telephony and data networks:
TechCare will use the Avaya IR system VoIP capability to support applications and communications that can be handled more economically over an Ethernet connection than over T1. These connections use a Prowler card in the MultiVantage and a network interface card in the Avaya IR system, rather than T1 cards in each system with a T1 connection between them. The VoIP connections support low-volume applications that would not justify the addition of T1. For instance, a simple password reset program for technicians might be handled in this way.
As more voice response applications are developed, they will be located on a server, rather than on the Avaya IR system's hard drive. Locating the applications on a server reduced demands on the Avaya IR system. Additionally, the application can be placed on the same server that stores trouble ticket data for the website, putting the data source closer to the application.
