Avaya协作联络中心之SIP CC解决方案.ppt

2010 Avaya Inc. All rights reserved. * * * * * * * * * * * 2010 Avaya Inc. All rights reserved. * No need for concurrent admins license. * * 2012 Avaya Inc. All rights reserved. * * * * * Universal Call ID (UCID)-在SIP CC下非常重要的关联键值 Universal Call ID (UCID), an Avaya proprietary call identifier enables correlation of call records at a solution level Supported by AACC and AAEP and other Avaya products Attached to UUI data in SIP calls when enabled (consumes 10 bytes) Can be generated by AAEP or supplied from switch Sample DD Application for Front-End IVR Intrinsics and call attached data can be sent to AACC (via P-Intrinsics header) Must be formatted as shown below. Hex-encoded the UUI and Custom Data UUI data is stored in UUIData variable Custom data is stored in CustomData variable SIP Blind Transfer and attached UUI and P-Intrinsic header SIP Trace showing AVP SIP REFER with UUI and P-Intrinsics header embedded Refer-To header SIP trace showing SIP Invite to AACC CDN with UUI and P-Intrinsics header Aavaya SIP CC部署架构 座席登录流程 座席登出流程 人工座席呼入流程 人工座席呼入流程说明 人工座席呼出流程 人工座席呼出流程 Email流程 SMS流程 Web Chat流程 IM流程 Aavaya SIP CC部署架构-AAEP前置呼叫流程 AAEP前置呼叫流程描述 Avaya SIP CC Campus HA和Geo-Redundant部署架构 Avaya SIP CC多点HA部署架构 * * 2010 Avaya Inc. All rights reserved. * 2010 Avaya Inc. All rights reserved. * * 2010 Avaya Inc. All rights reserved. * * Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy. * 2010 Avaya Inc. All rights reserved. * 2010 Avaya Inc. All rights reserved. * * * 系统的主备方案（N+N） ACR 录音器按照冗余配对组的方式部署，分为工作机和备份机 备份ACR录音器可以配置成自动复制主ACR录音器的设置。 如果备份ACR录音器是手动设置的，可针对部门分机进行冗余配置 系统的主备方案（N+1） ACR 控制器帮助实现负载平衡，并可在附属ACR上按照N+1部署 ACR 控制器可按照冗余组方式部署，使用Single Step Conference 录音必须采用会议通话模式 容错涉及的所有端点均需完整的备份许可 Avaya Contact Center Control Manager集中配置管理 提供集中的操作界面用于管理Avaya呼叫中心和统一通信的各个组件 可以与Microsoft active directory 集成，支持高级的安全管理引擎，支持角色访问控制及权限管理 提供图形化管理工具包括： Visual Call Flow Designer, Licesne Tracker, Visual Phone, Bulk Skill assignment 等，使得客户可以更加方便的对Avaya系统