Competella Unified Communication Suite Release 2 · API’s (UCMA - Unified Communication Managed...

Solution Description May 15 2018, page 1 of 18

Competella Unified Communication Suite Release 2.5

General

The Competella Unified Communication Suite offers professional solutions for contact centers and a

switchboard attendant services. The system includes IVR, advanced queuing, recording, schedule, call

back, call control and provides fast and optimized client applications for your agents. The Competella

Communication Suite supports multiple media channels and the customers can use, voice, chat and mail

to communicate with the contact center. The system also offers advance functionality to communicate

with your internal organization including advanced directory search engine with presence and calendar

information. To maintain high quality and high availability for the services there are tools for on-line

monitoring, statistics reports, customer satisfaction surveys and functions for maintenance and

surveillance of the system.

Competella Unified Communication Suite supports both Skype for Business in Office 365 or On-

premises. The Competella system is very scalable and flexible and can be configured for single customer

and multitenant configurations for Service Providers.

The Competella Unified Communication Suite is part of the Microsoft infrastructure and is designed to

comply with the technical framework and architecture that is defined by Microsoft. The product suite adds

new values to Microsoft Office and Skype for Business and is designed to utilize and integrate with other

Microsoft Office products e.g. Dynamic CRM, Exchange and Teams.

Application Suite for Contact Center, Workgroups and Attendants

The products in the Communication Suite can be used in four typical solutions; Competella Contact

Center Enterprise, Contact Center Workgroup, Attendant Console and Office User add-ons but it is also

possible to setup your own solution combining the products in the Communication Suite.

Contact Center Enterprise

Advanced contact center

Multi-channel

Windows client

Skilled based routing

Statistics and monitoring

Contact Center Workgroup

Hunt group, ACD, Response

Group

Clientless

Statistics and monitoring

Attendant Console Advanced Attendant client

Presence and calendar integration

User Add-ons Office client with directory

search

Activity Management Boss-secretary functionality

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Solution Description May 07 2018, page 2

Contact Center Enterprise

The CCE (Contact Center Enterprise) is a high-end multi-channel contact center solution designed to

provide easy and efficient service to your customers. The CCE supports different media including voice,

chat and mail. A windows client application provides an efficient and optimized user interface for your

agents providing different views for the queues, monitoring of active agents, advanced call control and

directory search tool. The queue functionality provides schedules for opening times, welcome-, queue-,

overflow- messages and supports different call distribution methods; longest idle, parallel or serial.

The CCE also provides an IVR (Interactive Voice Response) voice menu call flow to make it easy for

customers to access the different services provided by the contact center.

In many contact center solutions the information about the customers are stored and managed in a CRM

system. The CCE can easily be integrated with different CRM/ERP systems. The Competella system will

identify the customer, distribute the call or contact to a free agent and then automatic pop-up information

about the customer in your CRM system.

Voice

Chat

Mail

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Functions

Multi-queue support with flexible configurations of queue messages, opening hours and overflow

actions.

Automatic call distribution, supports longest idle, round Robin and parallel ringing

Support for voice-, IM- and mail-queues

The queue provides greeting message, info about position in queue and music on hold

Private-, group- or Skype for Business global parking of calls

Synchronization with Microsoft Active Directory Server (LDAP)

Interactive Voice Response - IVR (option)

Recording of calls from and to agents (no external equipment is needed)

Contact history log

Traffic analysis reports

Supervisor listen in, whispering (free seating)

Temporary queue messages (avalanche messages) recorded and enabled remotely via a phone

or the web based management tool.

Call-back initiated from the queue

Queue Monitor – Wallboard

Single sign on using Active Director credentials

Products Specifications

Server platforms

UC (Unified Communication) Server (required)

CCE (Contact Center Enterprise) Server (required)

CCE (Contact Center Enterprise) Chat

CCE (Contact Center Enterprise) Mail

Client and Server Applications

Multimedia Agent (required)

IVR (Interactive Voice Response) Express

Callback

Recording

Management tools

Advanced Statistics

Scheduled Statistics

Queue Monitor

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Competella Contact Center Workgroup The Competella CCW (Contact Center Workgroup) is a mid-range contact center providing features and

functions beyond the level of Skype for Business Response Group Service. The CCW is clientless,

meaning that it doesn’t use any separate client application. The agents can use any device e.g. Skype

for Business client, mobile or fixed phones for answering incoming calls from the group number. With a

responsive web application, the Agent Access, the agents can login/out to the queues and select device

for incoming calls. The queue functionality provides schedules for opening times, welcome-, queue-,

overflow- messages and supports different call distribution methods; longest idle, parallel or serial.

Competella IVR (Interactive Voice Response) provides easy tool to configure voice menus that can be

used as a front end to the CCW queues.

The CCW can also be integrated with your CRM/ERP system. In the CCW queue or in the IVR the

customer calling identity will identified and when the call is answered by an agent information about the

customer will automatic popup in your CRM system.

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Functions

Greeting message

Automatic call distribution: supports longest idle, serial call, round Robin and

parallel ringing

Call queuing with Music-on-hold

Web-based configurations of greeting messages, opening hours, overflow actions.

Agents can be connected to multiple queues

Calls can be distributed to soft/hard phones and mobile phones.

Support for Simultaneous Ringing

Agents can log in/out to a queue using a Web application (also from a mobile phone)

IVR (Interactive Voice Response)

Traffic analysis reports (incoming calls, abandoned calls, recalls, handling time, queue time,

answering time for queues and agents)

Scalable

Products Specification

Server platforms


CCW (Contact Center Workgroup) Server (required)

CCW (Contact Center Workgroup) Chat


Agent Access

IVR (Interactive Voice Response) Express

Management tools

Advanced Statistics


Queue Monitor

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Attendant Console

The Competella AC (Agent Console) is an excellent tool for switchboard operators that integrates call

control with an advanced directory search tool, access to presence, calendar, e-mail and IM. The

Windows client application, the Multimedia Attendant, provides an optimized user interface with direct

access to the most common functions from shortcuts on the keyboard. It also provides fast access to

relevant information about the competences and employees in the organization. The Competella AC

offers both classic switchboard functionality but also new functionality provided in the Skype and

Microsoft office environment that enables the switchboard attendants to use modern tools to service

customers.

The AC is using the CCE server, which means that the attendants can benefit from all functionality in an

advanced contact center and in this way you can provide both switchboard and contact center service

with the same agents.

Functions

Multi-queue support with flexible configurations of queue messages, opening hours, overflow etc.

Automatic call distribution, supports longest idle, round Robin and parallel ringing

The queue provides greeting message, info about position in queue and music on hold.

Screen pop-up on incoming calls, recalls and redirected calls with call info, directory data, calendar info and greeting messages

Blind transfer and consult call, toggle A between B or both (3-party conference)

Camp-on busy with voice menu support for both SfB/Lync user, PBX-extensions and mobile

phones

Recall on no answer or busy (to the originating attendant)

Private-, group- or SfB/Lync global parking of calls

Monitoring and control of incoming, outgoing, queued / parked calls

Monitoring of user presence status and calendar info in search list

Monitoring of attendant status

Direct drop to voice mail

Advanced and fast directory search tool (organization, skills etc.)

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Fuzzy and progressive search

Key shortcuts to all common functions, mouse is not needed

Synchronization with Microsoft Active Directory Server (LDAP)

Supports Skype for Business client /hard phone, mobile phone and simultaneous ring for the

attendants

Send email.

Templates for email including personal greeting and automatic insert of A-number users

Send SMS

Recording of calls from and to attendants (no external equipment is needed)

Supervisor listen in, whispering (free seating)

Display and managing of forwarding settings on behalf of end users (requires the Competella

Office Client License)

Temporary queue message (avalanche messages)

Transfer call and send message to other attendants

Send DTMF

Display alert before transfer to voicemail or other attendant queue

User authorization using Active Directory

Queue Monitor – Wallboard (option)

Products Specifications

Server Platforms


CCE (Contact Center Enterprise) Server (required)


Multimedia Attendant (required)

Calendar Integration

Recording

Mobile Presence Gateway

Management tools

Advanced Statistics


Queue Monitor

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User Add-ons

The User add-ons provide different functionality and tools for the office users that complements and enhance functionality in the Skype for Business client and the mobile phone.

Office Client

The Office client application offers advanced search functionality based on the same directory information that is used by the switchboard attendants. You can also manage your activities providing information to your customers when you are not available. The web application is responsive and suitable both for PC clients and mobile phones.

Availability Voice Agent

The Availability Voice Agent provides personal voice response information with greetings, current activities (reason and back time information) and a voice menu with option to transfer to voice mail, switchboard service, your mobile phone or other destinations when you are not available.

Forwarding Tool

With Forwarding Tool you can remotely change the forwarding settings in the Skype for Business client for other persons. You can easily assign which users that should have access to change other users forwarding settings.

Routing Agent

The Routing Agent is a tool that enhances the options to forward calls in the Skype for Business environment. This includes multiple ways to forward calls when you are Busy in a Call or DND (Do No Disturb). You could for example provide a busy tone (busy-on-busy functionality) and you can forward to predefined destination when you have set DND.

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The Competella Mobile Presence Gateway receives free/busy information from the mobile network and adds this information to your Skype for Business Presence. This makes it possible for the Skype for Business users and the Attendants to see when a colleague is busy in the mobile phone

Products specifications

Platform and server roles


Clients and Server Applications

Office Client

Activity Management


Availability Voice Agent

Routing Agent

Forwarding Tool

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Competella system overview

The Competella UC (Unified Communication) Server is the platform for the Competella Unified

Communication Suite. The Competella UC Server is hosting different Skype for Business trusted

applications that interact with the Skype for Business server based on the Skype for Business native

API’s (UCMA - Unified Communication Managed API). The Competella UC Server also integrates with

Microsoft Active Directory and Exchange for access of directory data, e-mail and calendar information.

The Competella UC Server can optionally be integrated with other external systems e.g. SMS- and

mobile presence providers. The UC Server is using a Microsoft SQL to store configuration and directory

information. The configuration can be updated from a web-based portal, the Web Management or with

Power Shell commands.

Fig: Configuration for single customer with Skype for Business On Premises

Language support

The standard language for the Competella Unified Communication Suite is English. Some of

the client applications also have multi-language support including English, Swedish,

Norwegian, Danish, Finnish, German and French please see the individual Product

Specifications.

Data security

The Competella Unified Communication Suite includes functionality and recommendations for

protecting personal data and functionality to list and anonymized /remove information of

individual persons. Please see GDPR description and GDPR policy documents.

UCMA

Competella Server

Skype Server

SIP Trunk

Other Directories

AD Exchange UM, Calendar

SQL Server

CC Agents and

Attendants

Users in the organization

CRM systems

PSTN

Mobile Network

Internet/federation

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Configuration examples – Hybrid with Office 365

UCMA

Skype Server

Hybrid

O365 Tenant Service provider

SIP Trunk

Agents registered in Skype for Business in O365 or On Premises

PSTN

Competella Server

Configuration for Service Providers or customers to use Competella products to user and agent in Office 365 providing a hybrid to an On premises Skype and Competella Server.

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Configuration examples – Federation with Office 365

Cloud Connector

Competella Multitenant

Server

UCMA

Skype Server

Federation

Customers in O365 Tenants

Service Provider

SIP Trunk

Agents registered in Teams or O365 SfB

MS Calling Plan

PSTN

Configuration for Service Providers to offer Competella products for customers in Office 365 based on a On Premises Skype for Business and Competella Server.

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Server platforms

Unified Communication Server (UC Server) Server platform for the server and client applications including store for directory and configuration, directory import utility, web based and power shell based configuration, UCMA-interface and process application manager.

Contact Center Enterprise Server (CCE Server) Queue and call handling for the CCE.

Contact Center Enterprise Chat (CCE Chat) Receives chat from a company web pages in the CCE queue and distributed to a CCE Agent.

Contact Center Enterprise Mail (CCE Mail) Receive mail in the CCE Queue and distribute to a CCE Agents.

Contact Center Workgroup Server (CCW Server) Queue and call handling for the CCW.

Contact Center Workgroup Chat (CCW Chat) Receives chat from a company web pages in the CCW queue and distributed to a Skype for Business client.

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Products for Contact Center and Attendant Console

Interactive Voice Response (IVR) Call flow based on VoiceXML with voice menus, voice prompts and schedules for CCE and CCW.

Interactive Voice Response Express (IVR Express) Call flow with voice menus, voice prompts, schedule and temporary queue greeting recording for CCE and CCW.

Multimedia Agent Windows client application for CCE Agents.

Multimedia Attendant Windows client application for CCE Agents and AC Agents including Calendar integration, remote forwarding settings and management of activities.

Calendar Integration

View calendar information in Multimedia Agent.

Agent Access Web client application for CCW agents.

Callback Callback functionality for CCE and AC.

Recording Recording for CCE and AC Agents.

XRM Integration

Set automatic popup by an URL defined by calling customer phone number in Multimedia Agent.

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Products for Office Users

Routing Agent (RA) (Only for Skype for Business On Premises) Improved call routing.

- Busy-on-busy - Set forward on DND and In a call

Mobile Presence Gateway (MPG)

Set presence In a call when busy on the mobile phone.

Office Client Web client application with advanced search in the corporate directory for the office users. Also including Activity Management and mobile line state (Mobile Presence Gateway required).

Activity Management

Improved management of DND. - Set timeout - Add information of end time and reason as

extended presence info. - Set forwarding on DND

Reason Code Default time

Lunch LUN 45 min

Away AWA 30 minutes

Sick Leave SIC -

Gone for the day GFD Next work day

Holiday HOL 1 month

Call Forwarding Tool

Manage forwarding settings on other users.

Availability Voice Agent (AVA Agent)

Automatic voice response with availability information.

Josefin Nordstrand – Busy on mobile

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Supervision and Management Tools

Statistics Basic Basic Statistics for CCE, CCW and AC.

Statistics Advanced Advanced Statistics for CCE, CCW and AC.

Statistics Scheduled Scheduled Statistics for CCE, CCW and AC.

Queue Monitor Web based on line monitoring of agent and queues for CCE, CCW and AC.

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CCE and CCW comparison

There are two different queue and call server platforms. The Contact Center Enterprise Server and

Contact Center Workgroup Server. The Contact Center Enterprise Server is more advanced and based

on Skype for Business conferencing enabling recording and supervisor listen in/whisper. The Contact

Center Workgroup Server is very scalable and not dependent on the Skype for Business conferencing

resource.

Functions CCE CCW

Call handling via a client application installed at the agent Window PC Yes No, clientless

License model for Agents Concurrent Agents (logged in) Per Agent User

Web based management tool for setting up queues, agents and

schedule Yes Yes

Web based statistics Yes Yes

Support for chat from a web pages The chat conversation from a web

page to the Competella Contact Center is based on Microsoft new API

for Skype for Business.

Yes Yes

Multi-queue support with flexible configurations of queue messages,

opening hours, overflow etc. Yes Yes

Automatic call distribution, supports longest idle, round Robin and

parallel ringing Yes Yes

Supervisor listen in (a super visor can both listen and talk to an agent

during a call with a customer for education and coaching purpose). Yes No

Recording for calls to and from Agents in the Contact Center Yes No, must be done with external recording

software

Private-, group- or Lync global parking of calls Yes Parking provided by the functionality in the

Skype for Business client

Agents imported from AD Yes Yes

Measure of call handling time to Agents Yes Yes

Callers get greeting message and info about position in queue. Music on

hold. Yes Yes

Interactive Voice Response – IVR Yes Yes

Contact history log Yes Provided by the Skype for Business

standard functionality

Recording of voice prompts in the call flow (greeting prompt, queue

prompt...) managed from any phone device via a DTMF and a voice

menu

Yes Yes

Call back Yes No

Queue Monitor (wall board) Yes Yes

Agent phone device support: SfB client, mobile phones, any phone

device Primarily SfB client Any phone device

Single sign-on (windows authentication) Yes N/A clientless

Client for administration of login/logout of queues, Agent phone devices Yes in the PC client Yes, web based client (windows

authentication)

CRM integration Yes, more options Yes, basic

Advanced attendant including e.g. call handling and directory search

functionality Yes No

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Product and License overview

1) per CCE Agent, CCW Agent or AC Agent

Product One Time (OT) CCW

UC Server UC Server (per server) CCE Agent, CCW Agent or AC Agent (per user)

Contact Center Enterprise Server (CCE Server) CCE Agent or AC Agent (per concurrent user) CCE Agent or AC Agent (per user)

Contact Center Enterprise Chat (CCE Chat) CCE Chat Agent (per concurrent user) and UC Server – Mulchannel (per Server)

CCE Chat Agent (per user)

Contact Center Enterprise Mail (CCE Mail) CCE Mail Agent (per concurrent user) and UC Server – Mulchannel (per server)

CCE Mail Agent (per user)

Contact Center Workgroup Server (CCW Server) CCW Agent (per user) CCW Agent (per user)

Contact Center Workgroup Chat (CCW Chat) CCW Chat Agent (per user) and UC Server Mulchannel (per server)

CCW Chat Agent (per user)

Interactive Voice Response (IVR) IVR (per main number) IVR (per main number)

Interactive Voice Response Express (IVR Express) IVR Express (per main number) IVR Express (per main number)

Multimedia Agent CCE Agent (per concurrent user) CCE Agent (per user)

Multimedia Attendant AC Agent (per concurrent user) AC Agent (per user)

Calendar Integration AC Agent (per concurrent user) AC Agent (per user)

Agent Access CCW Agent (per user) CCW Agent (per user)

Callback Call back (per queue) Call back (per queue)

Recording CCE Agent or AC Agent (per user) CCE Agent or AC Agent (per user)

XRM Integration XRM Integration (per concurrent user) 1) XRM Integration (per user) 1)

Routing Agent (RA) Routing Agent (per Font End Server) Product not available

Mobile Presence Gateway (MPG Mobile Presence GW Client (per user) and Server (per server)

Mobile Presence GW (per user)

Office Client Office Client (per user) Office Client (per user)

Activity Management Office Client (per user) Office Client (per user)

Call Forwarding Tool Call Forwarding Tool (per user) Call Forwarding Toll (per user)

Availability Voice Agent (AVA Agent) Availability Voice Agent Client (per user) and Server (per server)

Availability Voice Agent Client (per user)

Statistics Basic UC Server (per server) CCE Agent, CCW Agent or AC Agent (per user)

Statistics Advanced Statistics Advanced (per user) Statistics Advanced (per user)

Statistics Scheduled Statistics Scheduled (per user) Statistics Scheduled (per user)

Queue Monitor Queue Monitor (view) Queue Monitor (view)

Competella Unified Communication Suite Release 2 · API’s (UCMA - Unified Communication Managed...

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