Key features of CentreVu Internet Solutions 

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Introduction

CentreVu Internet Solutions provides the following methods for customers to contact agents:

Text chat enables agent and customer to send text messages to each other by means of the downloaded Agent and Caller Control Windows (Java applets).

This feature is useful in the following situations, among others:

• The customer is not equipped to handle Internet voice sessions.

• The customer is not comfortable giving certain information by Voice over IP.

• Voice over IP quality deteriorates during the course of the Internet session.

There are four methods through which a callback can occur:

• Caller-initiated�enables a customer whose computer is not equipped for Internet voice, or who is located behind a firewall that blocks Internet voice traffic, to request that an agent call on a regular telephone line (either immediately or after a customer-specified interval). This type of callback does not include Web-based collaboration, because an Internet session is never established.

• Scheduled�enables a customer to request a telephone-only callback at a specific time, or during a specific interval.

• Agent-initiated�enables the agent to place a telephone call to the customer. This is useful if voice quality degrades during an Internet voice call or to add telephone-based voice to a text chat session. The agent can initiate a callback without asking for the customer's phone number (if the agent already knows it), or prompt the customer to provide a telephone number. If the customer has the ability to receive the telephone call while still on the Internet, text chat and escorted browsing continue to be available.

  Agent-initiated callback is also useful for a messaging agent needing to contact a customer regarding a message. In this case, the messaging agent must know the customer's telephone number.

• Collaborate and callback�enables a customer who has the ability to be connected to the Internet while talking on a phone to speak over the telephone while simultaneously using the Internet-based features.

Customers can reach the contact center through email (form-based and free-formatted).

Customers can reach the contact center through a fax.

With the telepointer feature enabled, two pointers�one local and one remote�appear in both the agent's and the customer's browser windows. Thus each party can see what the other points to on the screen (as long as monitor resolutions are the same). This feature cannot be used simultaneously with the Auto Sync feature.

Both the caller and the agent can browse the Web while waiting for the connection of a real-time call and/or while the real-time call is active. The real-time software provides the following three methods for agents and callers to browse the Web:

During a real-time call, agent and caller can use their browsers to navigate to other Web pages.

With escorted browsing, the agent can share Web pages with a caller and vice versa. Either person can send the URL of the page currently loaded in their browser; the other's browser will load the same URL.

For real-time calls, the escorted browsing feature provides the following two ways in which the parties can share Web pages:

• The customer can use the Send Page button

• The agent can use the Send button in combination with an empty Text Entry box, or can give focus to the empty Text Entry box and then press the Enter key.

• Either party can type (or copy and paste) a Uniform Resource Locator (URL) into the Text Entry box and send that message to update the other parties�� browsers with the contents of that URL. Note that a URL that is normally inaccessible to one party (for example, behind a firewall) remains inaccessible during Escorted Browsing.

Power browsing

Power browsing improves upon the escorted browsing feature by enabling agents, when necessary, to access the more advanced and powerful features on the Internet such as:

• Shopping cart applications

• Applications that rely on cookies

• Secure Socket Layer (SSL) applications

• Customized Collaboration

For information on how to implement power browsing, see the PowerBrowsing.html file located in the Web Page Guidelines documentation on your CVuIS ICC Software CD-ROM.

The transcript feature enables better customer relationship management by recording the following information about an Internet session:

• Chat�The transcript feature stores the chat interaction between agent and caller. In the event of a transfer, the chat transcript notes when the new agent takes over, and the new agent receives the chat transcript of the entire session up to that point.

• URL transcripts�The transcript feature maintains a history list of URLs shared between customer and agent during an Internet session. In the event of a transfer, the new agent receives the URL transcript of the entire session up to that point.

• Session connection information

Agents can answer Internet sessions, messages, and conventional (audio-only) telephone calls. Conventional telephone calls, as well as Internet sessions, are delivered to the agent's phone, so the agent answers all calls and Internet sessions using a single headset or handset.

Internet session control

• End session�both the agent and the customer have the ability to end an Internet session.

• Transfer�the agent can transfer an Internet session to another agent.

• Conference�the agent can add additional agents, and non-agent collaborators, to an Internet session.

Message control

The messaging software provides specific functionality that agents can use to process email and fax messages.

The PagePop feature provides Web-based information throughout session setup. This Web-based information can be provided for the customer and the agent depending on the media access method the customer uses. See

Internet session PagePop

During the setup of an Internet voice call, text chat call, or callback call, the customer may browse the Internet while awaiting connection with an agent. PagePop can provide the customer with updates on the connection process and return the browser to an administered Web page when the agent connects.

The following methods for collecting message data are available:

• Real-time and historical data for messages are collected through the messaging software.

• The CentreVu Call Management System (CMS) can collect standard call statistics for message calls.

Arenas are a simple but powerful method for modifying Java applets (agent and caller) and Web pages for different purposes. The Arena concept gives a contact center the flexibility to do the following:

• A contact center may be a service provider for other companies' Web sites.

• A single contact center may process calls for several families of products or services.

• A single contact center may provide services for customers around the world who speak many different languages.

Each company, product, service, or language for which a contact center is managing Internet sessions can be thought of as an arena.

CentreVu Internet Solutions supports localization, or translations for multiple languages, and provides the resource files needed to support those languages. Supported languages are:

• US English (en-US)

• Columbian Spanish (es-CO)

• Brazilian Portuguese (pt-BT)

• Italian (it)

• French (fr)

• German (de)

• Traditional Chinese (zh-TW)�(realtime only; messaging not supported)

• Simplified Chinese (zh)�(realtime only; messaging not supported)

• Japanese (ja)

• Korean (ko)

HTTP Tunneling allows customers behind firewalls to reach your contact center without altering the administration of their firewalls. This extends the reach of the contact center by allowing business-to-business interactions to occur between corporate firewalls regardless of locations or number. To administer the HTTP Tunneling feature, contact the Avaya Helpline number: 1-800-242-2121.

CentreVu Internet Solutions includes a number of sample Web pages that you can customize to fit your contact center's needs. For example, a sample Web page is provided that includes Canned Phrases which enables agents to quickly send text without having to type, and Agent Scripting which allows you to put links on agent Web pages.

To see the sample Web pages, enter the following URL:http://{icm_server_name}/icc/icc_samples.html

For procedures on how to implement optional features to customize your Internet contact center, see the Web Guidelines documentation located on your CVuIS ICC Software CD-ROM.

The following Internet session information to and from the Agent and Caller applets are 128-bit encrypted:

• Text chat

• URLs and HTML form data sent during escorted browsing

• Displayed messages

• Other application control messages not visible to the agent or customer

NOTE: Internet telephony (voice) is not encrypted.

The messaging software provides email message detection in the Post Office Protocol (POP3)-compliant mailboxes of your designation.

Messages can be stored in an Open Database Connectivity (ODBC)-compliant database (such as Microsoft SQL-Server 7 and SQL-Server 2000).

Virtual Conference allows Web-based customers to join a conference that is hosted by a presenter. With such a conference, a presenter pushes Web pages to all the participants' browsers. Features such as text chat and Auto Sync are also available.

Direct Agent Dialing allows a customer to direct their Internet session to a specific agent. There are many cases where a customer may want to speak to a specific agent; one such instance may be to continue communicating with an agent concerning an ongoing problem.

To use Direct Agent Dialing, a customer must know the ID of the agent. On the �Contact Us� Web page, the customer enters the agent's ID and the Internet session is directed to the agent associated with the ID. For information on how to implement Direct Agent Dialing, contact the Avaya Customer Care Center at 800-242-2121.

The Web Page Guidelines are Web-based documentation providing information and working examples for designing, creating, modifying, or enhancing Web pages to work in conjunction with CentreVu Internet Solutions.

Some of the examples provided in the Web Page Guidelines documentation are:

• How to set up your Web site

• How to customize your agent applet

• How to enhance your Web pages using features such as Canned Phrases, Agent Guides, power browsing, and Telepointer.

Please refer to the Web Guidelines documentation to learn about the Web page enhancements and features you can incorporate into CentreVu Internet Solutions. During product installation you will be given the opportunity to install this documentation. If you do not wish to install it, you can refer to it directly from the CVuIS ICC Software CD-ROM at a later time.

The following features are provided to enhance the reliability of the CentreVu Internet Solutions system:

The Internet Telephony Gateway (ITG) is no longer available as a VoIP gateway for new CentreVu Internet Solutions installations, though Avaya still supports existing installations. There are two other types of gateways available:

• Avaya IP600 Internet Communications Server�connects to your contact center's DEFINITY ECS by either ISDN-PRI or IP.

• DEFINITY IP Solutions�uses the built-in networking capabilities of your contact center's DEFINITY ECS.

CentreVu Internet Solutions supports servers with the following operating systems:

• Windows NT�you can install the software on a Windows NT server

• Windows 2000�you can install the software on a Windows 2000 server

• Solaris versions 7 and 8�you can install the software on a Solaris 7 or 8 operating environment.