.1Overview of CIM 1.2What is CIM?

Customer Interaction Management:- CIM enables your contact center to view and manage all your customer communications E-mail, Web Chat and Web Request, Voice-over-IP (VoIP), Voice and Fax within a single, fully integrated solution. Enghouse CIM System provides you the confidence that all your customer interactions, regardless of their point of origin, are receiving the attention and response they deserve.

1.2 Introduction - GE Capital EMEA Contact Center CIM

GE Capital EMEA contact center is only using service of Voice calls, Email, Faxes andVoicemail. We handle faxes (as email attachments) only in Bristol and Paris. Enghouses Customer Interaction Management (CIM) Version 7/8, Release 7.0.0 /8.0.0 is arevolutionary innovation in contact center communications and control, extending the boundaries of the customer-agent interaction to support a wide range of contact types in a completely integrated environment.

1.3CIM Product Vendor

Enghouse provide the Enghouse CIM application to GE Capital EMEA contact center. CIM has historically been called Commander within GE and that Syntellect have changed their name to Enghouse Interactive 2. Server Requirements

Due to rapidly changing server configurations and technologies, there are no specifically recommended or certified server models for the Enghouse Customer Interaction Management (CIM) product. Instead, use the following minimum requirements as guidelines when building all v7.0.0/v8.0.0 servers, regardless of type Server: Windows Server 2003 /2008 Client: Windows 2000, XP or Win 7 One or more 2GHz processors, or faster 2Gb RAM, minimum, 4Gb RAM, minimum for database servers 80 Gb disk drive space, minimum A minimum of 20 Gb must be available for an Oracle database. Contact Enghouse Pre-Sales for Classification GE OMC internal

information in determining sizing guidelines for an Oracle database. Network Interface Card

2.1 Client Workstation Specifications

The contact center is responsible for supplying the hardware and software for client workstations. Client workstations include Agent, Resource Manager, Configuration Manager, System Manager, and Application Designer. All workstations require CIM Version 7, Release 7.0.0, or higher, installed. The Client Workstation Specifications section contains the following topics.

All Workstations Workstation-Specific Hardware and Software Components The following components are required for all client workstations. IBM PC-compatible 1 GHz, or faster, processor 512 Mb RAM, or higher 20Gb disk drive space, or higher SVGA 1024 x 768, or higher Network Interface Card Keyboard and mouse Sound card for Agent workstations In addition, some workstations contain or require components that are specific to the workstation type.

3. Enghouse Components Enghouse Interaction Management Server Suite Enghouse Desktop Applications :- Agents and supervisor will access these applications Agent Resource Manager (Real Time) Decision Management Interaction Vault Classification GE OMC internal

Enghouse Administration using: Microland and Enghouse will only access these application. Configuration Manager System Manager Application Designer 3.1 Agent

The Agent software can run in conjunction with applications such as order entry, customer service, or help desk. The Standard, Enhanced, and Link Agents require a network connection to the Apropos Server. This connection allows the Agent application to receive and send messages to other processes in the Apropos System.

There are three variations of the Agent application. The Standard Agent uses existing workstation telephones. The Enhanced Agent has a special telephone voice card for the PC that allows all telephone features to be controlled directly from an agents workstation. The Link Agent uses Computer-Telephone Integration (CTI) software to receive and place calls without a telephone voice card. Note :- All voice sites use Link Agents.

3.2 Resource Manager (Real Time)

The Resource Manager is a real-time monitor and control tool that allows you to track agents, queues, interaction types, and ports in the Apropos System. You can assign agents to workgroups and queues, and perform other critical supervisory functions. In addition, you can assign agent proficiency ratings which allows you to distribute interactions within the Apropos Interaction Management System to the agent with the best skills to handle the interaction Resource Manager provides a number of features that allow you to arrange the content and format of the Resource Manager window display to meet your needs. Classification GE OMC internal

Display any combination of windows simultaneously Resize and reposition windows on your computer desktop Group agents and interaction types into subsets for separate display Create custom charts, while the system is operating

View a history log of selected Apropos activities, such as, messages, diagnostics, agent activity

3.3Decision Management System:

The Apropos Decision Manager tool is a robust, enterprise information delivery framework centered on interaction management. The Decision Manager can immediately transform views into pertinent key business trends and indicators by using one of several pre-packaged decision support content views. The system further enables the decision making process by delivering this valuable information to all viewers inside or outside of the contact center by using its Web Interface. Decision Manager provides the following functionality. Ability to create, edit, and delete report definitions and report workgroups. Ability to schedule reports. Designate which users can view generated reports.

3.4 Interaction Vault:

The Apropos Interaction Vault is a dynamic data storage tool that archives contact center interactions of all media types into a single storage and retrieval source. The Apropos Interaction Vault provides a method to archive and retrieve interactions between an agent and a customer. Classification GE OMC internal

Interaction Vault provides the following capabilities. Archival of all interactions, regardless of media type, to off-line storage Ability to retrieve data from off-line storage Native recording of all Apropos-supported interaction types, such as calls, e-mail, and Web Chats Retrieval of interaction histories, with optional voice and text transcripts.

3.5 Application Designer: The Application Designer tool is a GUI-based application, which allows the development of graphical representations of steps for handling an interaction as it moves through the Apropos Server. When saved, this diagram of the interaction flow is automatically generated as code that can be run on the server. All applications can be run locally or remotely, based on WAN performance and connectivity.

3.6 Configuration Manager: The Configuration Manager tool is a Web-based application, tool that allows you to configure the Apropos System to work with your contact center. It uses a servlet-based architecture, Classification GE OMC internal

which utilizes HTML pages to view and modify configuration settings. As the System Administrator, you can use the Configuration Manager to make changes easily to the Apropos System and the contact center without disrupting daily operations.

The following is a list of the tasks that are performed with the Configuration anager application.
Create,

edit, and delete users, workgroups, queues, and queue groups in the database. Define, edit, and delete rules for escalating an interaction to a higher priority or different queue. Schedule system events, such as night and holiday services. Designate which users can view generated reports.

3.7 System Manager: The System Manager tool provides the ability to perform broad system management tasks. It can also help measure system performance and diagnose problems associated with the Apropos Server. Only site administrators and authorized personnel should use this application.

The following is a list of the tasks that are performed with the System Manager application.
Manage server processes.

Define the system architecture by configuring processes. View process output for diagnostic purposes. Create alarms for server processes. Configure parts of the system that are licensed, such as Agent seats, Resource Manager Seats and Server Ports. Classification GE OMC internal

4. Server Types A distributed Apropos System may contain one or more of the following types of servers: PRIMARY SERVER: An Apropos System can only have one Primary Server. A Primary Server contains messaging middleware, central processes, and possibly third-party applications. The Primary Server can also be used as a database or voice server. DATABASE SERVER: A Database Server contains the Apropos database and the Decision Management System. This secondary server facilitates distributed processing and enables a contact center to simultaneously handle constant hits on the database and a continual generation of reports. Data search and analysis does not impact the call handling process. An Apropos System can only have one Database Server. VOICE SERVER : A Voice Server contains the software necessary to handle the call processing. This software is composed of PIL, Tcl, and VBA scripts. This secondary server expands the number of ports that the system can handle, and balances the load across servers. Additionally it

adds robustness to the System by allowing continued partial functionality, if a server goes down. The number of Voice Servers depends on the number of PIL ports or the distribution of the ports. INTERACTION VAULT SERVER: An Interaction Vault Server contains the Media Transcript database, Virtual File Store, and its server counterparts. Usually there is at least one Interaction Vault Server due to the potential disk space required to archive your interaction transcripts. The contents of the interaction transcripts include items such as email transcripts, recorded voice messages, or CRM records. This is a secondary server. 5. SYSTEM PROCESSES Apropos Server processes must be configured for the system to operate in the desired manner. Processes are configured by assigning values to appropriate parameters. If the process is already running, it may be necessary to stop and start the processes for the new values to take effect. The following types of processes are managed in the Apropos System. Required Processes - These are central components of the Apropos System. Classification GE OMC internal

Custom Optional Processes - These are optional, but are installed at most sites. Optional Processes - These are optional, depending on the contact center setup.

5.2Required Processes:
Required processes are considered to be central components of the Apropos System. The following processes are required for contact centers. Call Recording Process (CRP) Configuration Manager (ConfigMan) CRON (CRON) Database Server (DBS) Interaction Distribution Engine (IDE) Interaction Queue Service (IQS) Media Transcript Peer (MTPeer) Phone Interface Language (PIL) Port Pool Manager (PPM) Queued Interaction Manager (QIM) Replay Responder Proxy Process (RESP) Router

System Information Process (SIP) Voice Mail Manager (VMM)

5.3Custom Optional Processes

The following processes are considered optional, but are installed at most sites. These processes are custom processes. CID Responder Event Publisher (EventPub) Interaction Publisher (IPUB) Interaction Vault (IVault) JDBC Responder Media Transcript Publisher (MTPub) Media Transcript Vault (MTVault) Report Engine (RptEng) Report Web (RptWeb) Tcl Server, including the SystemCheck and Alarmer processes VBA Server 5.4 Optional Processes The remaining processes are optional, depending on the set up of your system. These include the following processes. Classification GE OMC internal

Component Server Email Classifier (EMC) Email Interface Process (EIP) ODBC Responder Switch Link Process (SLP) Web Interaction Server Process (WISP) Web Interactions (WEB) Other processes - these are generic site-specific processes controlled using the System Manage tool. 6 System Architecture.

The CIM Server can be connected to a PBX using analog, digital voice lines or TAPI/WAV, voice over IP connections. As an option, the CIM Server can also use a switch link, also known

as a Computer Telephone Integration (CTI) link, to control the switch in conjunction with the analog or digital voice lines. Another option is to use the E1/DPNSS protocol.

The CIM Server supports an analog loop start interface, The CIM Server supports a digital set emulation interface with switches. It is an H.100 network source. Use of DSE-16 requires an AG- 4000 board to provide H.100 voice resources. The DSE-16 is a 16-port board that emulates 16 digital phones Classification GE OMC internal

6.1 GE Capital EMEA CIM 7 & 8 Architecture May 2013

7 Technical details respective to location Location: Hungary-Budapest Operating system: Microsoft windows Server 2003/2008 RAM: 4GB Version: CIM 7/CIM8 Import Process: NA No Of CIM Server: 4 servers Server Types: Primary and Email server Interaction mode: Only Email interaction No of PIL Port: NA IP address: E-Mail Server 3.215.147.176/CIM7 Primary Server 3.215.147.175/CIM7
3.215.146.142Budapest 8.0 primary 3.215.146.141Budapest 8.0 email Classification GE OMC internal

Failover: Email server will failover to London CIM 7Primary server when Budapest CIM 7 primary server is not available to the email server. Email server will failover to London CIM 8Primary server when Budapest CIM 8 primary server is not available to the email server. Location: United Kingdom-London Operating system: Microsoft windows Server 2003/2008 RAM: 4GB

Version: CIM 7/CIM 8 Import Process: NA No Of CIM Server: 5 servers Server Types: Primary, Email, IVault and voice servers Interaction mode: Email and Voice interaction No of PIL Port: 4ports IP address: Primary Server 3.151.228.66/CIM7 I-Vault Server 3.151.228.67/CIM7 E-Mail Server 3.151.228.65/CIM7 Voice Server 1 3.151.208.149/CIM7 Voice Server 2 3.151.208.150/CIM7
3.151.228.136London 8.0 T&D SCP 3.151.228.95 London 8.0 primary 3.151.228.179London 8.0 email London 8.0 DB & 3.151.228.216iVault London 8.0 SCP voice 3.151.231.1901 London 8.0 SCP voice 3.151.228.1702 London 8.0 Speech 3.151.228.196Rec

Failover: Email/Ivault/Voice server CIM7 will failover to Budapest Primary server CIM7 when primary server is not available. Email/Ivault/Voice server CIM8 will failover to Budapest Primary server CIM8 when Primary server is not available.

Location: United Kingdom-Bristol Classification: GE OMC Internal Classification GE OMC internal SOP Operating system: Microsoft windows Server 2003/2008 R2 RAM: 8GB Version: CIM 7 /CIM 6.6 /CIM 8 Import Process: UK Collections 1.UK_Collections_DecAlpha_Import Process 2.UK_Collections_OAC_Import Process GLM

3.UK_Collections_OAC_Import Process GLM Fleet No Of CIM Server: 3 servers Server Types: Primary and voice servers Interaction mode: Only Voice interaction No of PIL Port:48Ports IP address: Primary Server 3.124.236.33 Voice Server 1 3.124.236.71 Voice Server 2 3.124.236.72 3.124.236.73Bristol 8.0 voice 3.124.236.74Bristol 8.0 voice

CIM 8 Servers are not active. Failover: Voice server will failover to London Primary server when primary server is not available. Other: Primary server is running with CIM 7 and voice server is running with CIM 6.6.Bristol server is using Mitel PBX.

Location: France-Paris Classification: GE OMC Internal SOP Operating system: Microsoft windows Server 2003 RAM: 4GB Version: CIM 7 Import Process: 1.Import process_ Paris voice (cmfpafrpsynvo1) 2.Paris voice FR_ Facto (cmfpafrpsynvo1) No Of CIM Server: 4 servers Server Types: Primary, voice and Speech servers Interaction mode: Only Voice interaction No of PIL Port:84 ports IP address: Voice Server 1 3.218.44.51 Voice Server 2 3.218.44.50 Speech Server 3.218.44.142 Primary Server 3.218.44.175 Classification GE OMC internal 3.218.44.48 Paris 8.0 primary Paris Primary server is not active.

Failover: Voice and speech server will failover to London Primary server when primary server is not available. Other: Only Paris server has a speech server, it used of the voice response. Location: Spain-Madrid This site is centralized and connected to London primary server via London PBX. The trunk configured to communicate between CIM and PBX. Location: Germany-Dusseldorf This site is centralized and connected to London primary server via London PBX. The trunk configured to communicate between CIM and PBX.

Location: Italy-Milano This site is centralized and connected to London primary server via London PBX. The trunk configured to communicate between CIM and PBX. Location: UK Sale. This site is centralized and connected to London primary server via London PBX. The trunk configured to communicate between CIM and PBX. Location: Netherland-Breda This site is centralized and connected to London primary server via London PBX. The trunk configured to communicate between CIM and PBX. Location: Belgium-Brussels This site is centralized and connected to London primary server via London PBX. The trunk configured to communicate between CIM and PBX. Failover: Voice and speech server will failover to London Primary server when primary server is not available. Other: Only Paris server has a speech server, it used of the voice response. Location: Spain-Madrid This site is centralized and connected to London primary server via London PBX. The trunk configured to communicate between CIM and PBX. Classification GE OMC internal Location: Germany-Dusseldorf This site is centralized and connected to London primary server via London PBX. The trunk configured to communicate between CIM and PBX. Location: Italy-Milano

This site is centralized and connected to London primary server via London PBX. The trunk configured to communicate between CIM and PBX. Location: UK Sale. This site is centralized and connected to London primary server via London PBX. The trunk configured to communicate between CIM and PBX. Location: Netherland-Breda This site is centralized and connected to London primary server via London PBX. The trunk configured to communicate between CIM and PBX. Location: Belgium-Brussels This site is centralized and connected to London primary server via London PBX. The trunk configured to communicate between CIM and PBX. 8. Revision history
Number Date Approved by Changes