[信息与通信]AACC_03_外呼系统.ppt

* * * * * * * * * We Support only one SIP proxy and Only one SIP trunk (ASM / SES /CM / any other Sip proxy --all through sip trunk) Customer Flash client = SWF file(embed in webpage) e.g. you tube ASM / SES /CM / any other Sip proxy ( all through sip trunk) Session Border Controller (Optional ) – Use for extra security (recommended setup ) E.g. – other Avaya SIP SBC or ACME SIP SBC SBC all sip signaling and Media (RTP) * Configured sip proxy – SBC or CM or SM (Session Manager) * * Each FMG can connect to diff sip proxies. If sip proxy is down FMG will also goes out of service (after some time) One cluster can have max 2 load balancers , minimum 1 is required * SWC is like dll or so files * * * * * Stats on google (search) on 98% * SWC is like dll or so files * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * 在iPad上也可以使用 浏览导航 页面名称 二维码扫描 主页 帮助请求 扫描产品二维码 基于浏览模式主动监测客户需要帮助,也可以点击寻求帮助 呼叫等待视屏 座席视频 客户视频 语音控制 视频控制 座席端 当前客户浏览的网页Current Page customer is browsing 应用共享 客户窗口状态 iPad 控制 (切换video, 共享URL, 最小化窗口, 快照,发送消息) 座席端控制 客户浏览历史 座席端信息 客户信息 座席端信息 应用共享 座席视频(最小化的) 座席视频(关闭) 发送信息到客户 来自座席的消息 发送链接到客户 链接在客户的浏览器中被打开 客户填写表单 客户的窗口快照 Avaya Customer Connections Video 自助视频服务 满足业务目标 拓展服务方式在分支机构或家里 视频自助服务，等待视频，双向协助服务 双向视频 座席共享: 视频 文档 Web页面 在分支机构/店面自助终端上的客户服务 提供工作时间之外的服务 连接到集中的专家座席 鼓励客户到分支机构/店面办理业务 “I’m here in FloorMart’s health and beauty department, but the pharmacy is closed. I need some advice on which cough medicine is best for me. I’m diabetic…” “Hi, I’m Carol. I’m a pharmacist and can help you with your questions. What symptoms are you looking to treat…” IP Network Avaya Customer Connections Video架构 自助终端 1 自助终端2 自助终端 3 Live Support Staff (Contact Center) 512kbps connection 512kbps connection 512kbps connection Avaya Aura Communication Manager AES Avaya Video Control  Server (Routes Call to appropriate skill) Avaya one-X Agent?, Avaya Video Switcher? Application sharing server, Kiosk framework API Avaya one-X? Communicator, Video Switcher