I’ve been to Las Vegas before when I attended Cisco Live 2011, but this is my first time attending the Interop IT Expo and Conference. Mandalay Bay, Las Vegas, and Interop — what a combo.

Like the majority of folks attending, as we walk by the slot machines, craps tables, and roulette wheels, I’m looking forward to learning more about emerging IT topics such as cloud computing and virtualization, data center and storage, and wireless and mobility, as well as security and risk management.

With over 100 sessions jam-packed with info from IT experts from across the globe, I am especially impressed with Interop’s list of heavy-hitters for their keynotes. I’m most excited about Padmasree Warrior, Cisco System’s CTO and Senior Vice President of Engineering. I’m a fan. She’s also General Manager of Cisco’s Enterprise Business. In her keynote, she’ll discuss how technologies such as mobility, cloud, and video are transforming IT. I’m sure she’ll be great. Like I said, I’m a fan.

VMware’s CTO and Senior Vice President of Research and Development, Steve Herrod, will also be on hand to discuss the concept of the software-defined data center during his Interop keynote. I’ve heard he’ll explain how IT needs a software-defined data center that’s flexible, efficient, and the peak of automation to be successful in the marketplace.

Avaya’s Marc Randall will discuss application-driven networking. He’ll explain how applications, devices, and networks have seemingly advanced separately since their inception. Current IT trends require a more proactive integration of these technologies that can potentially be met with application driven networks.

Also on the schedule are Google’s Jonathan Rochelle, Dell’s Dario Zamarian, and Rackspace CTO John Engates, as well as Allan Leinwand, who is the CTO of Infrastructure at Zynga, the creator of the Facebook addiction of the moment — Words With Friends. I’m interested to hear what those guys have to say.

Also marked on my Interop calendar is the unveiling of the HP and Dreamworks collaboration, Cloud’s Silver Screen Debut: How HP & DreamWorks Animation Brought Cloud Computing to the Red Carpet.

I’m curious about the downsides to cloud deployment other than the security risks. I hope one session in particular, Building VMware Private Clouds, will hopefully cover how the enterprise can take virtualization to the next level by building cloud networks with VMware’s vCloud Director product, whether they are private, public, and/or hybrid, as well as how to manage ongoing operations.

In Las Vegas, if only for this week of Interop, BYOD still stands for “bring your own device.” There are three sessions addressing this topic: Tablets: Where Do We Go From Here?, Living With (And Prospering From) BYOD, and How BYOD is Driving Change in the Campus Network. Whether it’s supporting these devices and allowing them on your network or learning how to keep them off your network, BYOD has arrived. You might as well be prepared.

One more thing: If your boss cheaped out and told you to read post-show blogs instead of sending you to Las Vegas for Interop, follow my tweets at @GKJohnMarkIvey during the show to keep up with the week’s events. If you’re actually attending Interop, follow my tweets as well (there are three tweetups that I know of), and stop by the Global Knowledge booth to get the last of our Powered Up t-shirts designed by artist Tom Whalen.

1. Insert SM Kickstart DVD into the DVD tray and restart server by unplugging it and plugging it back in.
2. Disk will popout when the install is complete.
3. At the command prompt login using craft/craft01.
4. Type ls to list files.
5. Type ./SMnetSetup and press enter the following input when the prompted:
   1. Server Hostname: sesman
   2. b.      Server IP: xxx.xxx.xxx.xxx
   3. Netmask: xxx.xxx.xxx.xxx
   4. d.      Gateway: xxx.xxx.xxx.xxx
   5. Domain: FQDN
   6. DNS: xxx.xxx.xxx.xxx
6. After the last input press enter and then enter again.
7. At the timezone selection screen choose Chicago, then highlight okay and press enter.
8. Verify date… press enter.
9. Verify time… press enter.
10. At the yes (y) prompt press enter.
11. Time and date has been set enter y, then press enter.
12. Would you like to enable NTP, type No, then enter.
13. Customer Account – y then enter.
14. Login ID: cust
15. Password: cust01
16. Password again: cust01
17. Press Enter to complete the installation of the base Linux.
18. Press y then enter when prompted to reboot (disk will popout).
19. After reboot log back in using craft/craft01.
20. Then su – sroot/sroot01.
21. Insert SM6.1 disk into drive.
22. Type cd /dev, then press enter.
23. Type mount cdrom /cdrom then press enter (will show as read only).
24. Type cd /cdrom, press enter, then ls to list files.
25. Type ./install.sh.
26. Press enter when prompted to continue install.
27. Enter the following when prompted:
    1. SMGR Address: created in step 14
    2. SMGR FQDN: created in step 14
    3. Enrollment Password: created in step 22
28. Press enter to continue install. After install is completed, the command prompt will return. Log back in using craft/craft01.
29. Type eject to remove CD.
30. Log into SMGR using username/password created in step 18 [link to first post].
31. Next, go to the Home Screen and click Routing.
32. Click Domains, then click new and enter FQDN, click commit.
33. Click Sip Entities on the left, then click New.
34. In the Name field enter name created in step 42A.
35. In the FQDN or IP Address field enter xxx.xxx.xxx.xxx (SM100 equivalent).
36. Under Ports click add, then choose domain from the Default Domain dropdown list.
37. Click Commit.
38. Go back to the home screen and click on the Session Manager link.
39. On the left side click Session Manager Admin.
40. Under the Session Manager Instances, click New.
41. From the Sip Entity dropdown choose Sesman (the one created earlier).
42. In the Management IP field, enter xxx.xxx.xxx.xxx (not the same as step 36).
43. In the Default GW field, enter xxx.xxx.xxx.xxx.
44. Click Commit.
45. Putty to Sesman using craft/craft01, then type initTM and enter enrollment password when prompted.
46. Go back to SMGR and login. Then go to Session Manager link and click checkbox next to Sesman and change service state to Accept.
47. Wait approximately 5 minutes for stabilization, then verify both levels of the security module are up.
48. You are done and your system is now ready for beginning of class.

This will assist you in setting up your System and Session Manager systems. You will, of course, have to use addressing and names that are applicable to your network. This does not address ME templates. I will cover that in another post.

Log into CDOM of System Platform using IE, admin/admin01.

1. On the left Side of the info window, click Virtual Machine Management, then click Solution Template.
2. In the center of the info window, if you have any installed templates that are not needed, click delete installed template. If you don’t have any templates already installed, please skip to step 8.
3. At the popup window, click OK.
4. Reboot after the templates are deleted (wait approximately 5 minutes for template to delete) by clicking Server Management on the left side, then click Server Reboot/Shutdown.
5. Click Reboot in the center of the info window, then click OK.
6. Wait approximately 15 minutes before this next step.(the log in screen will show up).
7. Insert CDROM into Server.
8. Log back in at the login screen, then click Virtual Machine Management on the left.
9. Click Solution Template and highlight SP CD/DVD, click search.
10. Highlight System_Manager_06_01.ovf and click Select.
11. Click install.
12. Click save.
13. Input IP Address (xxx.xxx.xxx.xxx) and FQDN .
14. Click Install. Wait approximately 2.5 hours for the install portion to complete.
15. Upon completion, remove CD and reboot Sys Plat by clicking Server Management on the left, then server reboot/shutdown and choose reboot.
16. Open IE and login into smgr with FQDN (created in step 14).
17. Click the change password link and enter
    1. Userid: admin
    2. Current password: admin123
    3. New PW: newpassword
    4. Confirm New PW: newpassword
18. Log in using new password.
19. Under Services, Click Security, then Certificates, then Enrollment Password.
20. In the password expires in drop down, choose 4 weeks.
21. In the Password Field, enter newpassword.
22. Logout.
23. If you are integrating System and Session Manager with the CS1K, then you will need the patch below. If not, skip to the Session Manager Server Install at step 38.
24. On the desktop PC, open 3CDaemon to insure it is running.
25. PuTTY to SMGR, login using admin/admin, the su – root/root01.
26. At the Command Prompt, type FTP, then press enter.
27. Type open xxx.xxx.xxx.xxx.
28. Username:username
29. Password:password
30. Type ls to list files.
31. Type get System_Manager_06_01_SP0_r873.bin to get the file from the laptop.
32. After completed, the command prompt will return, type quit, then type ls to list files to verify file was copied. You should see the .bin file now in the cli.
33. Type chmod +x System_Manager_06_01_SP0_r873.bin to make the file executable.
34. Then type ./System_Manager_06_01_SP0_r873.bin to execute the patch.
35. Wait until command prompt returns at the end of the successful patch. Should only take about 10 – 15 minutes max.
36. Logout of PuTTY.

Next week we’ll finish off with the Session Manager Server which is the Redhat Kickstart DVD Procedure.

There are built in tests in the System Manager that allow you to run tests on fourteen different areas, including Session Manager. But what do you do with the results when you get them?

I am going to outline six of the most common problems and solutions when installing and implementing System and Session Manager and what steps you can take to troubleshoot and correct the problem.

1. Symptom: Session or System Manager tests fail hostname resolution.
   Remedy: Putty to Session Manager and log in using craft/craft01
   then, su – sroot/sroot01. Or System Manager, log in using admin/admin
   then su – root/root01 Type in cd /etc, then press enter. Type more hosts and verify the hosts table has an entry for both Session Manager and System Manager. If an entry is missing, from the location you are currently at,type vi hosts. This will bring you into edit mode for the hosts table. Position your cursor at the end of the existing entry, then press I for insert mode. Hit enter to begin a new line in the Hosts file and enter the missing entry. Upon completion of the entry. Press escape and then Type :wq! To write the file and exit the table. Go back to System Manager and run your tests from the Session Manager dashboard to verify tests will now Pass.
2. Symptom: Session Manager Security Module wont come up
   Remedy: Putty to Session Manager and log in using craft/craft01
   Then, su – sroot/sroot01. Type ifconfig >text, then type in more text and verify that ETH2 or ETH3 is set with the SIP Entity address (.xxx). If there is no entry, then type ifconfig eth2/3 xxx.xxx.xxx.xxx(IP Address) netmask xxx.xxx.xxx.xxx up, then enter. Go back to System Manager and verify the security module is up and operating at the  Session Manager Dashboard level.
3. Symptom: Calls will not route through Session Manager
   Remedy: Verify SIP ETH is up and running using the above steps.
4. Symptom: Entity Links show down or none at all
   Remedy: Verify date in Session Manager and System Manager(*).
   Type in Date at the CLI through Putty. Correct date by logging into Session or System Manager and then   typing in date –set=”12 JULY 2011 13:00:00”(Date/Time)
5. Symptom: Entity Links show down or none at all
   Remedy: Putty into Session Manager using craft/craft01, then su – sroot/sroot01. Type in initDRS to allow database replication to occur. Verify Links are up through System Manager Session Manager dashboard.
6. Symptom: Trust Management failed
   Remedy: Log into System Manager, then go to Security,Certificates, Enrollment Password and verify password is still active and valid. Next putty into Session Manager using craft/craft01, then su – sroot/sroot01 type in initTM to establish Trust Management.

Now keep in mind that these are the most commonly occurring faults you will encounter during an Install or Upgrade to your System and Session Manager. Other troubles can occur, but using this information will help you in your implementation of the Avaya System and Session Manager.

Related Courses
System Manager Administration (5U00080)
Session Manager Administration (5U00081)
Session Manager and System Manager Administration Boot Camp (5U00082)

1. Basic Treatment
   • Queuing
   • Initial Announcements
2. Loop Function
   • Repeat announcements
   • Check for changes to the call’s status

Basic Treatment

Queuing

After checking for scheduled and unscheduled closures, our scripting logic dictates that we must be open if the call made it to this point in the script (in other words, we haven’t disconnected or otherwise treated our call for a closed condition). Our previous action was to queue the call to the appropriate skillset, provided that the skillset was in service. If an agent is available, the Contact Center Manager Server uses Skill Based Routing to direct the call to an agent. If no agents are available, the call continues through your script commandsm, and now is the time to play an announcement indicating the name of the business and the status of the agents.

(It’s important to note that the announcement can be played before the call is queued, especially if the message must be heard by all callers — such as a legal disclaimer.)

The GIVE RAN or GIVE IVR command is used to play the message. Use GIVE RAN if you have RAN routes, use GIVE IVR if you have CallPilot or a voice messaging system.

Skillset Intrinsics

An option at this point is to use skillset intrinsics to assess the skillset’s status. If the skillset is particularly busy, you can provide some additional option or treatment to the call. Instead of automatically playing a message about “the agents are busy and will be with you shortly,” you can determine if the wait is likely to be longer than usual and provide the option to leave a message:

IF THE QUEUED COUNT customer_service_sk >
3 * LOGGED AGENT COUNT customer_service_sk THEN
GIVE IVR 8000 WITH TREATMENT 1000
ELSE
GIVE IVR INTERRUPTIBLE 8000 WITH TREATMENT 2000
END IF

In this case, we analyze the number of callers in the skillset queue and compare that value to the number of agents logged into the queue. If the number of waiting callers is more than three times the number of agents staffing the queue, the caller is directed to IVR (CallPilot) queue and presented with a menu service that informs the caller of situation and gives him the option to leave a message (1000 is an entry in the Service Directory Number table of CallPilot that points to the menu service).

If the described criteria isn’t met, the call is pointed to the ELSE clause, and the caller hears the standard announcement naming the company and the intent to answer the call as soon as possible. The INTERRUPTIBLE syntax is required when using the GIVE IVR command while the call is queued so the CCMS can deliver the call to an agent if one becomes available during the playback of the announcement. As a reminder, the code we’re discussing would immediately follow the END IF portion of the IF statement that checked for the status of the skillset and queued the call when the skillset was in service.

Now that the caller heard the initial message (provided he didn’t opt out by leaving a message and hanging up), use the GIVE MUSIC command to play music until the next announcement is played.

Loop Function

Oh no! The dreaded loop! No one wants to be here because now the wait time is starting to grow. While we can’t make the agents work faster through script commands, there are a few simple techniques we can use that will make the extended wait more interesting. How about this:

(a) ASSIGN 1 TO Loop_counter
(b) SECTION Loop_Around
© WAIT 45
(d) IF NOT QUEUED THEN
GIVE RAN 35
DISCONNECT
END IF
(e) IF NOT LOGGED OUT AGENT 12345 THEN
GIVE RAN 32
DISCONNECT
END IF
(f) WHERE Loop_counter EQUALS
VALUE 1: GIVE IVR INTERRUPTIBLE 8000 WITH TREATMENT 3001
VALUE 2: GIVE IVR INTERRUPTIBLE 8000 WITH TREATMENT 3002
VALUE 3: GIVE IVR INTERRUPTIBLE 8000 WITH TREATMENT 3003
VALUE 4: GIVE IVR INTERRUPTIBLE 8000 WITH TREATMENT 3004
VALUE 5: GIVE IVR INTERRUPTIBLE 8000 WITH TREATMENT 3005
ASSIGN 0 TO Loop_counter
END WHERE
(g) ASSIGN Loop_counter + 1 TO Loop_counter
(h) EXECUTE Loop_Around

Let’s examine what takes place in this loop.

(a) The code declares an initial value for the call variable Loop_counter. It’s like saying, “X = 1”; Loop_counter is like X in a simple math formula. We use this call variable to keep track of how many times the caller passes through the loop. Since the call is about to pass through the loop for the first time, we set the value to 1.

(b) This is a sign post; a reference point. The system returns to this line as a result of the last line of instruction in the loop (h).

© This WAIT command is filled with music from the previous GIVE MUSIC command.

(d) Here we make sure that the call is still queued. If the agents log out during the call’s wait in the loop or if an assignment puts all of the agents staffing the skillset into standby, then we detect the fact that now the caller won’t get answered and give him the sad news before we disconnect. Of course this should rarely occur, but it is an important fail-safe.

(e) The “emergency” agent might get logged in while the caller waits in the loop. We must identify this change of events and respond accordingly. It’s exactly the same code we discussed in the Unscheduled Closures section.

(f) This code can make a big difference in the caller’s perception of the wait process. What we’re doing here is looking at the value of the Loop_counter and playing a different announcement each cycle through the loop. This is possible because we change the value of the loop counter each time the call passes through the loop (see (g) below for the explanation of how the Loop_counter is changing). Company history, interesting facts, even jokes could serve as the content of these announcements. The ASSIGN 0 TO Loop_counter starts the series of recordings all over again after the fifth pass through the loop. You can create more recordings and corresponding VALUE statements if you expect longer wait times.

(g) The system increases the value of the variable each time the call executes the loop via the instructions in this line. This code takes the current value of our call variable and increases it by 1. If Loop_counter is a value of 1 at the beginning of the statement, it becomes a value of 2 by the end.

(h) This line tells the system to continue the loop by going to the section with the same name (b).

Scripting doesn’t seem quite so mysterious now, does it? The outline (four primary components) provides flow and order. The IF-THEN-END-IF lets us examine the current conditions for the call and respond accordingly.

This post is excerpted and reused with permission from Avaya Aura Contact Center Scripting Demystified by Brett Hanson.

Related Courses
Avaya Aura Contact Center

1. Call Sorting/Filtering
2. Closed Condition Check
   • Scheduled Closures
     • Holidays
     • Weekends and after hours
   • Unscheduled Closures
     • Meeting/Emergency/Issue that arises during business hours
     • Weather conditions or circumstances that prevent agents from staffing the contact center
     • Skillset closed during regular business hours
3. Basic Treatment
   • Queuing
   • Initial Announcements
4. Loop Function
   • Repeat announcements
   • Check for changes to the call’s status

Almost all well-written scripts have code that meets the above criteria. You’ll certainly encounter scripts that have more than the above — especially when integrating the Contact Center Manager Server with other systems, but we’ll focus on the basics. It’s astounding how much scripting logic you can extrapolate/create/discover once you understand the fundamentals.

Call Sorting/Filtering

This process takes place in the master script of identifying the purpose of the call and distributing it to the appropriate primary script.

Closed Condition Check

We’ll start with the second point in the outline. The key to understanding scripting logic — the essence of transforming the outline above to actual code — is the IF-THEN-END IF statement and its brother, the IF-THEN-ELSE-END IF statement. Fundamental to mastering the art of script writing is learning how to play the contingency game. Think like a boy scout and be prepared. It’s all well and good if the contact center is open, agents are logged in, there aren’t too many calls waiting, and it’s sunny outside. But what if the contact center is closed, all the agents are logged out, there are lots of calls waiting, or there’s a storm?

Conditions vary in a call center, and we must determine the current conditions for the caller in order to process his call appropriately.

The IF-THEN-END IF is the scripting language method for asking a question and processing the answer. The Contact Center manages all kinds of conditional information in the form of intrinsics. Circumstances continually change, and intrinsics tell us the current state of affairs. Our job as script writers is to know how to ask the right questions and when to ask them. The outline above identifies the “what” and the “when”; let’s address the “how.”

Scheduled Closures

Consider:

IF DATE = JAN 1 THEN
GIVE RAN 30
DISCONNECT
END IF

The question we’re asking here is, “what is the date for the call being processed?” If the system answers that indeed the caller reached our contact center on the first day of the year, the system will execute the THEN statements. In this instance, our caller will hear a recording from RAN 30 and then be disconnected. There is no need to examine any further script instructions because the call center is not open for business.

How about:

IF DAY OF WEEK = SATURDAY..SUNDAY
OR TIME OF DAY <> 8:00..16:59 THEN
GIVE RAN 31
DISCONNECT
END IF

Now we’re asking two questions in one statement: is it the weekend or outside of regular business hours? The “OR” on the second line indicates that either condition is acceptable for identifying a scheduled closure. The business will be closed on the weekend or when the time of day is not (the “<>” means “not equal to”) during normal business hours.

Unscheduled closures

IF NOT LOGGED OUT AGENT 12345 THEN
GIVE RAN 32
DISCONNECT
END IF

If an unplanned closure (e.g., meeting, network problem, building evacuation) needs to occur during regular business hours, there are a variety of ways to address the situation through scripting. The most common approach is to implement the “emergency agent.” An agent profile is created in Contact Center Management that doesn’t belong to an actual person. Instead, the supervisor or administrator logs in the emergency agent when the unscheduled event occurs. There is no intrinsic for “logged in agent;” therefore, we must employ a double negative. If the agent is not logged out, he is logged in.

IF weather_boolean_gv = TRUE THEN
GIVE RAN 33
DISCONNECT
END IF

This works very well when the unscheduled event takes place while the contact center is staffed. We must take a different approach when weather conditions prevent personnel from reaching the contact center in the first place. A variable that can be set to TRUE or FALSE (weather_boolean_gv) is configured and assigned a value of FALSE for regular call processing. When weather or some other event prevents agents from physically staffing the call center, an administrator makes a browser connection to the CCMA (Contact Center Manager Administration) interface (typically via Virtual Private Network) and changes the value of the variable to TRUE. Now callers will hear the announcement in RAN 33.

IF NOT OUT OF SERVICE customer_service_sk THEN
QUEUE TO SKILLSET customer_service_sk
WAIT 2
ELSE
GIVE RAN 34
DISCONNECT
END IF

Whoa! What’s happening here? Now the ELSE clause makes an appearance. Let’s make sense of this. The condition we’re evaluating is the status of the skillset. We checked for scheduled and unscheduled closures. It’s possible that the call arrives during regular business hours and no previous unscheduled closure check is in effect. However, we must determine if one or more agents is staffing the skillset. During a shift change, a faulty Agent to Skillset Assignment or simply tardy agents could cause the skillset to be out of service.

The condition evaluated in our IF statement is whether the skillset is in service (open). Again we must use a double-negative to determine something positive. If the skillset is staffed, we queue the call to the skillset (the THEN statements are executed). When the skillset is not staffed, our IF condition is FALSE, and, as a result, the ELSE statements are executed. Consider how this example varies from the previous examples that lacked an ELSE clause. The issue is what happens when the condition (intrinsic) being evaluated by the IF statement is not met. When there is no ELSE clause, the system follows the next command — that which follows the END IF — provided, of course, that we did not disconnect the call. When there is an ELSE clause, the system follows the instructions that follow the ELSE when the IF condition is not met.

This post is excerpted and reused with permission from Avaya Aura Contact Center Scripting Demystified by Brett Hanson.

Related Courses
Avaya Aura Contact Center

Unified communications is the unification of presence, real-time communications (IM, telephony, video and application sharing) and near real-time communications (email, voicemail and fax) into a single user experience, anytime, anywhere, over any device. Unified messaging is an integral component of an overall unified communications strategy. Encompassing the near real-time components of a unified communications solution, unified messaging can give your employees immediate access to messages and from virtually any device.

CallPilot provides powerful mobility solutions that are designed to enhance the efficiency of today’s highly mobile workforce. Imagine the convenience of being able to check your email from any telephone — including your mobile phone. This includes being able to access voicemail, email, and even incoming faxes from any PC or PDA. Combined with CallPilot’s advanced text-to-speech capabilities, you can make these timesaving features become a reality. The net effect? A competitive advantage, improved user productivity and reduced business costs.

CallPilot was modeled after the award winning voicemail application, Meridian Mail and extended to become a robust unified messaging solution. Because of this, many of the traditional voicemail features that enterprise businesses have come to expect are available in CallPilot Unified Messaging.

One key differentiator that sets CallPilot apart from other unified messaging products is that no software is ever installed on the email servers. Many unified messaging systems require extensive integration with the email server, which can end up impacting email capacity, not to mention the administrative nightmare of implementation and ongoing maintenance. With CallPilot, voice and fax messages are stored safely on the CallPilot Unified Messaging server or optionally on the email server.

Additionally, CallPilot will not flood the network with traffic since only the message header information is put onto the LAN. Messages are made available for playback on an as-needed basis, through the PC using a simple-to-operate GUI player, helping to ensure that network performance is not degraded. And to help ensure that the office environment is not disrupted, the network administrator can set parameters that prevent voice messages from being played back on PC speakers.

Features and Benefits

• Provides access to email, faxes, and voicemail from any touchtone phone or desktop PC
• Improves user productivity and organization through a single messaging access point
• Enables the mobile worker to remain engaged with email by phone, speech activated messaging (SAM), and access to voice and fax messages from mobile email-enabled devices such as PDAs
• Reduces or eliminates training by providing a simple, streamlined user interface
• Does not impact email servers or generate high volumes of LAN or WAN traffic
• Can be used with a variety of client environments, including Microsoft Outlook, Lotus Notes, Novell Group-Wise, Macintosh, Linux and Citrix
• Supports multiple systems, including Avaya Meridian 1, Avaya Communication Server 1000, Avaya Communication Server 2100, Avaya Meridian SL-100 and Avaya DMS-100

Traditional Voicemail Features Preserved in CallPilot

• Remote Services Activation – Turn on emergency auto attendants remotely
• Auto Attendant – GUI-based Application Builder simplifies building auto attendants
• Voice Forms – An inexpensive way to collect customer information
• Meridian Mail Telephone User Interface (TUI) – No retraining for users familiar with Meridian Mail

CALLPILOT UNIFIED MESSAGING: Three ways to maximize the effectiveness of your global workforce

• Access to voice and fax messages from within the email client
• Access to voice, email, and fax messages via the phone
• Access to voice, email, and fax messages from any Web browser-enabled PC

These advanced capabilities will help your employees work more efficiently, both as individuals and as members of workgroups, and are designed to help your business provide best-in-class service and support to your customers and business partners.

Access from the Email Client

CallPilot gives employees unified access to their messages — including voice, fax, and email messages — from within the user’s familiar email client. In addition to seeing an envelope that represents e-mail, users will also see telephone and fax machine icons that represent voicemail and incoming faxes. And, voice and fax messages can be accessed from mobile email devices. Additionally, customers using Citrix Metaframe in a Windows terminal server environment can also provide CallPilot Unified Messaging capabilities to their users.

• Voice messages can be retrieved and composed with the click of a mouse from the user’s email inbox. Voice messages can be played and recorded using the PC or the user’s desktop phone, and then sent to other voicemail users or as an attachment via email.
• Faxes can be received directly into the user’s email inbox. Faxes can be printed locally on a desktop or network printer, printed on another fax machine, or forwarded to another user. New faxes can also be created and sent, using a custom cover page, to one or multiple users.
• Email can be accessed and replied to quickly and easily, whether the user is in their office at the corporate site or halfway around the world. Supported email client environments include Microsoft Outlook, Lotus Notes and Novell GroupWise.

Access by Phone

With CallPilot, retrieving voice and email messages from any phone is as easy as speaking the word “Play”. Users can review their email by phone using the powerful CallPilot Text-to-Speech (TTS) feature, which is capable of reading email aloud in different languages and automatically detecting the language. Just pick up any phone, including a mobile phone, and you’ll be able to listen to your email. CallPilot also enables users to easily scan, play back, save, or forward their regular voicemail messages.

Access from a Web Browser

The My CallPilot Web interface provides users with access to their voice, fax, and email messages from any web browser, at any location. Users can also manage their personal mailbox from My CallPilot and access user guides and support information. My CallPilot makes it easy for users to manage personal distribution lists, notification options, greetings, passwords, and more — all from an intuitive Web user interface. And, for Macintosh and Linux users, a My CallPilot Web client is also available.

CallPilot Unified Messaging further improves user productivity by providing a number of features that will simplify day-to-day communications. Some of these include:

• Contact Sender allows users to initiate a telephone call to the sender of a voice, fax, or email message with the click of their mouse. No directory look-up or dialing — CallPilot will do it for you and save you time.
• Click-to-Call with CallPilot gives users the ability to initiate a telephone call from any directory entry. Again, no directory look-up or dialing. Just point and click and let CallPilot do the rest.
• Instant Messaging with CallPilot will bridge the gap between the messaging world and the world of real-time communications. With this feature, users can respond to messages using their familiar instant messaging client with the click of their mouse. And, CallPilot provides the senders presence status within the CallPilot message using color-coded icons.

CONTACT CENTER INTEGRATION: Bring messaging together and take back countless lost hours

Companies that have implemented an Avaya Contact Center solution can also take advantage of powerful new voice services offered by the synergy delivered with the integration of CallPilot and Contact Center.

• Callers who are waiting to speak with an agent can briefly leave the queue, leave a voice message, and then re-enter the queue without losing their place in line.
• Broadcast announcements can be played informing callers of special promotions, with up to 50 callers supported by a single CallPilot port.
• Saves money by reducing the need for a costly interactive voice response and recorded announcements solution.
• Open voice sessions prompt callers for information and supply expected wait times.
• Auto attendant prompts can be changed remotely through remote services activation. Emergency off-site changes can be accomplished with ease.
• CallPilot can interoperate with Contact Center Multimedia forwarding customer voicemails and faxes to multimedia skillsets. Agents never have to check for voicemails.

CALLPILOT IN THE NETWORK: CallPilot provides several key network functions

• Compatibility with location-specific and network-wide broadcasts.
• Enables a single CallPilot server to meet the needs of enterprise networks spanning multiple time zones, resulting in reduced equipment costs and simplified system management.
• Supports “Names Across the Network” name dialing, name addressing, and spoken name verification via IP-based VPIM networking. This advanced technology improves network transparency to users, and reduces the potential for misdelivered messages.
• CallPilot directory synchronization with Microsoft Active Directory via LDAP makes it easy to manage subscriber information.

SECURITY: CallPilot provides several key security features

CallPilot provides several key security features including message encryption and user-level password reset. It also supports Secure Sockets Layer (SSL) encryption for an even greater level of protection of your Unified Messaging communications.

DEPLOYMENT AND MANAGEMENT SIMPLICITY:  Quick and easy deployment

Administrators can quickly deploy the CallPilot desktop messaging email plug-in using automated corporate software delivery systems such as Microsoft SMS and IBM Tivoli. And, with My CallPilot web messaging, there is no user software to install, making it even easier to deploy unified messaging. Since CallPilot does not interfere or impact the email server, no additional adjustments to the existing email environment are required, which will please the IS department and remove obstacles for the deployment of unified messaging within your organization.

CallPilot Manager provides web-based administration, reporting and configuration capabilities from any location. By enabling the network to be managed either from the central site or from a remote location, this innovative web-based solution increases the effectiveness of key administrative personnel, reducing the total cost of network ownership. The CallPilot Manager application can be accessed from any browser-enabled PC, eliminating the need to install client software on the remote workstations. Management capabilities include routine management, report generation, wizard-based setups and documentation.

Related Courses

CallPilot Release 5.0 Installation and Configuration (0329)

CallPilot 5.0 System Administration and Applications (0327)

Now that companies have made the decision to hire new IT personnel for these upgrades and new systems, just what skill sets will be in demand for 2011?

1. Cloud Computing
In its simplest state, cloud computing is the delivery of hardware and application services over the internet on demand. This is done as an alternative to hosting and maintaining your own servers and application software. In cloud computing, businesses only pay for the resources that they consume. Businesses that host services and applications in the cloud improve overall computer utilization rates, as servers are running at or near full capacity from clients connecting remotely. Cloud computing offers several models:

• Software as a Service (SaaS) — Providing an application that clients can access through the internet
• Utility Computing — Where storage and server computing power available when required
• Web and Platform Services — Providing a platform where developers can create applications that can be accessed by clients through the internet. Instead of using your own server infrastructure, you use these remote servers. Microsoft’s Azure platform provides just such an environment

2. Programming
A computer programmer or software engineer is one of the most sought-after and lucrative careers in the IT field. In today’s business environment, companies must be able to quickly adapt to new conditions. In this case, rapid programming and agile programming are making a comeback. What are hot areas for programmers in 2011?

• Cloud Computing
• Flash
• HTML5
• Silverlight
• Touchscreen
• and other such technologies

3. Virtualization
Virtualization is having multiple physical servers moved to a virtual machine environment. Virtualization vendors such as Citrix, VMware, and Microsoft are making it possible for companies to improve the efficiency and availability of IT resources and applications. Virtualization is being adopted by companies of all sizes as a means to reduce costs through consolidation of servers and lower cooling requirements. Application Virtualization has become very popular with businesses. Having the skill set to deploy applications that connect securely through a browser is critical for companies that have numerous offices.

This is one area that is going to be very interesting to watch in 2011 — especially due to the dynamics between Cisco, Microsoft, and VMware. There is no doubt that the demand for skills in this arena will grow exponentially.

4. Voice
Pick your voice flavor of choice: Lync Server 2010, Polycom, Avaya, or Cisco to name but a few. They all require highly skilled and knowledgeable people. This is even more so when trying to integrate conferencing or Unified Messaging into the network. VoIP is growing rapidly. Businesses are demanding the integration of voice with their messaging and conferencing networks. The problem is there just aren’t that many experienced voice people, especially ones who are skilled in two or more platforms. If you happen to be a Cisco voice guru and have also mastered the intricacies of Office Communications Server 2007 R2 Unified Messaging and conferencing, than you are set!

5.Project Management
Project Managers are always in demand; this is especially for IT Project Managers. IT Project Managers must have an understanding of the business on a larger scale as well as knowledge of the IT world. This skill set will be in great demand as companies will be upgrading their IT environments next year.

6. Business Intelligence
Companies are constantly compiling, processing, and maintaining vast amounts of data. Businesses will require developers who can work with the business side and who also understand user requirements. These individuals can develop the necessary codes and tools that can be delivered through user-friendly portals (think SharePoint).

7. Security
Security will always be a hot demand skill set. All IT pros must have a good understanding of both physical and electronic security. One of the most difficult tasks with IT security is educating users. More information about a company can be gleaned through social engineering that they would rather not have divulged. Training users (and IT staff) to be cognizant of and prevent social engineering is extremely difficult. IT Pros must always be aware of security issues and understand the vulnerabilities within their networks (from operating systems, servers, even the lowly cable closet). This does not mean that every IT Pro must be able to perform a penetration test against their own network, but they must understand and prevent attacks against their network.

8. Web 2.0
Web 2.0 is commonly thought of as the interaction of social media, networking sites, blogs, and wikis that facilitate communication and information sharing. A Web 2.0 site allows users (customers) to choose their interaction experience. Many companies now have Facebook, Twitter, or other social media sites established. Developers and other individuals who experience using Adobe Flex, JavaScript, Adobe Flash, AJAX, and JavaScript Object Notation will be highly sought after in 2011.

9. Unified Communications
We live in a highly connected world (perhaps too connected at times) with numerous communication technologies all competing for our attention. These disparate communications technologies were all developed and have grown into commonly accepted use separate from one another. In order to use these technologies, we may have had several accounts: one for conferencing, another for email, a third for instant messaging, and yet another for voicemail, and even perhaps other accounts. Each of these systems most likely has separate user names and passwords. In order for users to access them, they have to remember them (or write down). Network and telephony administrators have to keep these different systems working, sometimes with limited success and much difficulty.

10. Social Networks and Networking
It is a serious mistake to underestimate the power of social networks (whether it be IMs, tweets, or the “old school” email). Social networks have been used to help free people who have been incarcerated overseas, organize popular social and music events and even keep in touch with family and friends. Social networks have tremendous power and influence — far more than most people realize (and probably want to accept either). The “traditional” workplace is quickly changing; more people are working from home or from other locations and want and even need this contact. This does not mean the real-time interaction of the bricks-and-mortar work place environment have been lost, just changed. If you are curious, tweet a friend and ask.

People keep in contact through Facebook or other social sites, blurring the line between work and social boundaries. The use of Microsoft Office Communicator will allow users to have both business and personal contacts in one IM interface. Business and IT leaders will have to learn to use these to accelerate the business-decision process and maintain relevance with workers. Customers will expect immediate answers to questions, and employees can accomplish more through these communications.

11. Helpdesk
Trained and competent people at the helpdesk will be critical in 2011 as companies continue to migrate to Windows 7. One of the most critical skills that IT pros need is how to interact with non-technical people. The helpdesk is the first interaction most users have with the IT department, and it should be a positive experience. IT Pros are very good at their jobs, but sometimes lack the ability to relate to their non-tech colleagues. Users just want their computers fixed or their data recovered, and are not concerned with the processes behind our actions.

Related Courses

Avaya
Cisco
VMware
Cloud Computing
Networking & Wireless
Programming
Security
Unified Communications
Virtualization
VoIP & Telephony
Business Analysis
Project Management

Related Webinars

Agile: The Method for Today’s Chaotic Environments
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