HiPath ProCenter V7-0 Design-Center

HiPath ProCenter Design Center
HiPath ProCenter Manager
HiPath ProCenter Manager is a

consolidated, intuitive user interface
 Manage users, user profiles and user
templates, groups or skills, resources and
networked sites in Administration Center
 With Broadcast Center, simply point-and-
click to define rules-based broadcaster
and wallboard views
 Use flexible and powerful Report Center to
define and view real-time, cumulative and
historical reports
 Workflow-style Design Center simplifies
defining multimedia routing strategies and
queue processing flows
 Telephony Center offers easy
configuration of communication platform
resources and configuration
synchronization
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Manager Application - Design Center
 Fully integrated into HiPath ProCenter

Manager desktop with intuitive,
workflow-style design tool for multimedia
routing strategies
 Easy-to-use single point of design for all
routing strategies, self service
applications, and queue processing
flows
 Visual definition of multi-site networking
workflows
 Library of configurable, reusable routing
and queue processing components
 Routing strategy and queue processing
flows are checked and validated for
completeness in real-time

Design Center for Multimedia Routing
Voice Email Web Collaboration Outbound/Callback

Design Center - Voice Routing
 Conditional and data directed

routing strategies assign caller to
the most appropriate queue
 Contacts wait in a queue until
handled by an agent
 Contacts can overflow to
subsequent group or virtual skills
group based on elapsed time in
queue
 Easily integrate Call Director IVR
components within a voice routing
workflow

Design Center - Email Routing
 Easy-to-use single point of

routing design for all
routing strategies and
email processing flows
 Email subject and body text
automatically analyzed and
categorized by subject
matter
 Conditional and data
directed routing strategies
assigns email to the most
appropriate queue
 Configurable, reusable
email components used to
build flows

Design Center - Web Collaboration
 Web Collaboration requests are

categorized and routed by web page
origin, customer inputted data, language
or external database look-up
 Offers configurable, reusable components
to ease the definition of routing and queue
processing strategies, such as
 Schedules for Time of Day /
Day of Week routing
 Auto-push Messages and
Performance Messages
 Auto-push Web pages (via URL)

Design Center - Outbound/Callback
 Agents can create scheduled

callbacks through the Agent desktop
 Callbacks are routed according to
schedule, groups and virtual groups
 Abandoned in queue calls can be
salvaged via automatic Callback
creation
 Optional outbound import list
provides the ability to automatically
import lists and schedule them in the
Callback server for execution

Design Center - Call Director
 Fully integrated IVR in Design Center

workflow
 Auto-answer, greetings, intelligent
messages and announcements
 Menus and caller navigation
‘automated pre-routing’
 Digit collection and related screen pop
for Agent or 3rd party application
(e.g. Microsoft CRM)
 External database ODBC read and write
access via workflow for basic self-service
transactions
 Dynamic, multi-format
Numbers-to-Speech playback

Design Center - Multisite Networking
 Design Center’s multi-site networking can

unify up to 5 networked sites
 Networking performance criteria are
based on both queue and site
performance
 Execute different networking
strategies based on multiple criteria,
such as time of day/day of week,
service levels, or other conditional
criteria
 Ability to dynamically change the
networking flow based on changing
business needs

Design Center - Microsoft CRM Screen Pop
 Easy to implement screen pop

functionality using a fully
integrated component in Design
Center
 Identify and retrieve customer
record based on ANI (Caller ID)
or collected data (Inputted digits)
 Customer file screen pop pushed
to agent desktop synchronized
with each incoming call
 Microsoft CRM screen pop
integration feature is included at
no extra charge

Design Center - Custom Function
 Custom Function component enables

execution of external applications (COM,
DLL) to influence routing strategy or
invoke external application process
 Usage Example:
 an external application is invoked to
perform automatic purchase history
calculation from a sales orders
database
 the values of this calculation are
returned to the HiPath ProCenter
workflow
 callers who made the most
purchases in the last 12 months are
enqueued with high priority

Design Center Components
Components Types
Schedule Transfer
Source/Destination Decision
Transfer to IVR
Performance Level Decision Requeue Decision
Enqueue
Disconnect
Contact Data Update

Wait Interval
Contact Data Decision

Flow Decision

Components Types continued
Default Treatment Custom Function
Link to Routing Strategy

Destination Tables
Link to Queue Processing
Announcement
(HiPath 3000/5000 only)
Database Function

Components Types - Call Director
Menu Prompt
Digit Collection
Message
Performance Level Message
Number Playback

Components Types - E-mail
Category Decision Auto Suggestion
Auto Acknowledgement Reply Decision
Auto Response Discard

Components Types - Web Collaboration
Web Collaboration Schedule
Web Collaboration Auto Push URL
Web Collaboration Auto Push Performance

Components Types - Multi-site Networking
Schedules
Keep Local
Local Performance Decisions

Network Selection
Distribution Decisions Link to Networking Flow

Routing Components
Schedule
 Automatically detect whether a call is received during specific

scheduled times and affect routing accordingly
 Configure Time of Day and Day of Week routing based on shift
schedule or business hours
 Exceptions to the schedule can be included
View summary of schedule based on
 Shifts
 Time of Day, Day of Week
 Exceptions

Routing Components
Source / Destination Decision

 Automatically determine the source (Caller ID, or
customer email address, web interaction source) and/or
destination (Called Number, recipient address) and
influence routing
 Configure source / destination routing decisions to:

 Identify specific customer contacts
 Isolate contacts by regions or area codes
 Differentiate between specific dialed numbers
(destination numbers) or email addresses

Routing Components
Performance Level Decision

 Automatically detect a current real-time operational metric
(threshold) and affect routing strategy accordingly
 Threshold examples:
 Number of contacts in queue
 Current service level
 Estimated wait time
 Number of available agents logged on to Primary
Group
 Routing decision based on a configured “threshold” (greater
than, less than, equal to, and not equal to)

Routing Components
Contact Data Update

 Used to gather or update information to the Contact
Data
associated with a call or email
 Ability to add key values such as caller’s address or
gather information (such as account number) to use
later in the flow or present within the Agent screen pop
Contact Data Decision

 Determine how to route a call based on current key values
of Contact Data table
 Compare data received from the caller (such as account
number or customer status) to make a decision within the
flow

Routing Components
Enqueue
 After routing criteria are processed a contact is placed into a
separate queue related to contact requirements and subject
matter
 The Enqueue Component may:
 Add a description of a contact
 Apply initial priority level to a contact
 Reserve a contact for a specific user for a configurable
amount of time
 Reserve a contact for the agent (subject to availability)
who last dealt with that customer for a configurable time

Routing Components
Transfer
 Transfer the call to a specific extension (for example, a
voicemail box or operator)
Transfer to IVR
 Transfer the call to IVR for handling
Link to Routing Strategy

 Joins one Routing Strategy flow to another
 Create shared “sub-flows” that contain common routing
functions

Routing Components
Destination Tables
 Voice Destination Table component routes a voice contact based
on its destination
 A single asterisk (*) can be used as a wildcard to substitute one

or more numbers in a destination number.
 The asterisk alone can be used to represent all numbers, or you

can use an asterisk at the start or end of a destination to
represent one or more characters

Business Rules Routing Components
Database Function (Read/Write)

 Automatically look up external data from an ODBC
database, based on key values from Call Director (e.g.
customer number) or switch (e.g. Caller ID) and use
information for use in routing or agent screen pop
 Record simple transactions or update customer record via
SQL statement . For example identify customer revenue
and update customer record with that information
 Up to three external customer databases can be accessed
 Route contact based on queried information via Contact
Data Decision component

Business Rules Routing Components
Custom Function
 A Custom Function component can be configured to use a
customer-specified DLL or COM element to influence a
routing strategy or invoke an external application process
 Inputs to the Custom Function component consist of a list of

contact data key-value pairs (including the additional fields
of Source and Destination) and are passed as simple
strings
 Outputs from the custom function also consist of any

contact data key-value pairs, again passed as strings, that
cause the contact data associated with the contact to be
updated within HiPath ProCenter

Queue Processing Components
Wait Interval
 Controls the time interval a call is waiting in a queue before
executing the next component step
 Duration of interval is configurable
 If configured, caller will hear switch output such as music on
hold
Flow Decision
 Process a contact based on its history
 How long has the contact been treated up to this
point?
 How many times has the contact passed through this
decision point?

Requeue Decision
 Determines routing based on whether the contact has been
previously queued
 Can be configured to allow contact to be routed differently if
it’s been requeued
Default Treatment
 Concludes a Queue Processing flow and makes the caller
wait for the contact to be handled
 Remaining wait time for the contact is spent in default
switch treatment (e.g. listen to music)

Disconnect
 Disconnect the call (e.g. disconnect the call after
playing an announcement)
Link to Queue Processing

 Joins one Queue Processing flow to another and provides
the ability to create “sub-flows”

Call Director Components
Menu Prompt
 Play an audio prompt to the customer and allow them to navigate
or choose the next action
 Also supports standard customer interaction functionality
 Transfer to operator
 Return to main menu
 Repeat the message
 Go to previous step
 Help
Digit Collection
 Play an audio to prompt the customer and allow them to enter
numeric data via the phone key pad (e.g. customer or account #)
 Customer data stored in Contact Data for that call
 Can route call based on entered information via Contact Data
Decision component
Message
 Play an audio message for the caller
 Can be configured as interruptible or non-interruptible by
caller entering digits (e.g. transfer to attendant or voicemail)
Performance Message
 Play a message for the caller containing real-time call
center statistical information (e.g. estimated wait time)
 Examples: Number of calls in queue, estimate wait time,
number of available agents etc.
 Helps to manage caller’s expectation while waiting to be
connected to an agent

Number Playback
 Enables audio play back of number values from the contact data of a
call to the caller, e.g. from a database lookup or caller inputted digits
 Choice of playing back numbers formatted or non formatted:
 “959” = “Nine-five-nine” OR
 “959” = “Nine hundred fifty nine”
 Can be used for simple self-service or transactional routing strategies,
e.g.:
 Playback an account balance
 Output an appointment time
Announcement (HiPath 3000 only)

 Play an announcement to multiple callers simultaneously while
waiting in queue
 May be used to provide an initial greeting if Call Director is used, or
to provide immediate feedback while caller is in queue
Email Components
Category Decision
 Allows for routing contacts based on matching Subject,
Body, Subject and Body text, and thread ID with defined
categories
Auto Acknowledgement
 Automatically sends an acknowledgement email to the
customer
Auto Response
 An end-point component, automatically sends an email
response to the customer, and ends processing of the
contact

Email Components
Auto Suggestion
 Inserts suggested text in the email for use by the Agent when
responding
Reply Decision
 Determines if the inbound email is a reply to a previous email
Discard
 Discards the inbound email and ends processing of the contact

Web Components
Web Collaboration Request Number

 Enables agents to prompt users to enter in their call back number
Web Collaboration Language

 Sets the default language of web collaboration sessions
Web Collaboration Requeue

 Enables a chat session to be requeued
Web Collaboration Source Destination

 Routing decisions based on the web page that the customer launches
the web collaboration from

Web Collaboration Components
Auto Push Performance

 Presents the length of time or place in
queue before customer can collaborate
with a web agent
Web Collaboration Schedule

 Enables administrators to determine the schedule for web
collaboration sessions to be available to customers
Auto Push URL

 Enables agents to push a web page to a customer engaged in a
web collaboration session

Multi-site Networking Components
Schedules
 Enable networking based on contact center business hours or “Follow-
the-Sun” Routing
Local Performance Decisions

 Influence networking decisions based on local real-time operational
statistics such as Number of Available Users, Current or Estimated
Service Level, Number of Enqueued Contacts, User Utilization at
queue or site level
Distribution Decisions
 Influence networking decisions based on real-time operational
statistics at the remote site such as: Number of Available Users,
Current or Estimated Service Level, Number of Enqueued Contacts,
User Utilization at queue or site level

Multi-site Networking Components
Keep Local
 Directs incoming contacts to stay at a local site
Link to Networking Flow

 Enables a networking flow to link to another networking flow
Network Selection
 Networking of contacts based on Preferred Site or
Service Level Decisions

Design Center Sample Workflows
Multi-site Networking Workflow Scenario
If there are less than 2
calls in queue the call is
networked based on the
preferred site between
Kansas and California.
Company ABC Calls coming in During regular Calls are

operates a call between 7-9 am business hours, distributed to
center with 3 EST are kept at If there are no the remote sites
networked sites the local site in available agents based on the If there are more than
– the main/local New York since at the local site number of calls 2 calls in queue the
site is in New the other remote in New York in queue for a call is networked
York, the other sites are not calls are routed specific based on the service
2 remote sites available. to the networked networked level at the remote
are in Kansas sites. queue. sites. The site with
and California. better service level
accepts the call.
Routing Strategy Flow - Performance Level
Decision
“please leave a
message and we
will return your call
ASAP…” Voice Mail
NO
YES
“All agents
are currently
serving other
Estimated Wait customers…” Queue
< 7 minutes?
Customer Performance If wait time is If wait time is less

call is received Level Decision greater than 7 than 7 minutes,
by HiPath component minutes, customer is customer is placed
ProCenter determines directed to leave a in Queue for the
Agile or estimated wait voice message for a next available
Enterprise time call back Agent

Example Routing Strategy Flow - Menu Prompt
“Our office is
now closed… “For Sales Press
Please leave a 1…
Voice Mail
message…”
For Service Press
2…”
NO Sales Group
YES
Office Open? Menu Prompt

Service Group
Customer Schedule component If call is during Customer is

call is received checks if call is during business hours the routed to
by HiPath business hours. If not caller is prompted with appropriate
ProCenter an announcement is menu option to direct group to be
Agile or played and caller is their call to the handled by first
Enterprise given option to leave a appropriate available agent
voice message department

Web Collaboration: Workflow Scenario
Customer
requests a web
collaboration
session
Customer is
required to
fill in
specific
Customer While waiting
information Customer is
receives a the customer
on the web identified
message receives a
site, e.g. via a
notifying them URL push and
customer # Database The Web
that the Web watches the
look-up Collaboration
Collaboration promotional
session will session is
video
begin in 2 initiated
minutes
Routing Strategy Flow - Database Function
“Please enter
“Welcome to your account
Star Travel…” number…”
Database
Announcement Menu Prompt Priority Queue
Function
Customer Customer is Customer is Database Customer call is

call is received greeted with an prompted with Function is used routed to
by HiPath announcement menu option to to determine appropriate
ProCenter input their account customer priority Queue along with
Agile or number and account screen pop of
Enterprise status priority and
account status

Routing Strategy Flow - Last Agent Routing
“Welcome to “Please enter

the Insurance your claim
company…” number…”
Query Last Enqueue

Announcement Digit Collection Agent for Last Agent
Customer Customer is Customer is Database Customer call is

call is received greeted with an prompted with Function is used reserved for the last
by HiPath announcement menu option to to determine the agent for a configurable
ProCenter input their last agent to work amount of time. After
Agile or insurance claim on that claim the configured wait
Enterprise number time, the call is queued
for the next available
agent within that virtual
group
Routing Strategy Flow - Route Email According to
Category and Customer Tier
sales@abc.com
OR
service@abc.com?
Source/Destination Category Decision Query Customer Enqueue

Tier with High Priority
Customer ProCenter In emails for Database If the customer is a
email is determines whether Service, search Function is used Gold tier customer,
received by the email is for the for keywords to determine the the Email is
HiPath Sales or the indicating the customer tier enqueued with high
ProCenter Service department type of service based on sender’s priority and
Agile or based on the “to” issue, e.g. PC, email address reserved for a
Enterprise address Printer, dedicated agent
Software, … for 1 hour.

Queue Processing Flow - Message Option
“You have now

“Welcome to waited 2 minutes.
Star Travel… Press 1 to continue
an agent will to hold, Press 2 to
be with you leave a message…”
shortly” Voice Mail
Wait 60 Flow Menu Default

Seconds Decision Prompt Treatment
Customer Wait Interval is Flow Decision Customer Customer

call is received configured to determines decides to wait call is routed
by HiPath wait 60 how much for the next to Queue
ProCenter Agile seconds before wait time has available agent
or Enterprise executing next elapsed to handle their
and greeted with component call
announcement

Queue Processing Flow - Performance Message
“Press 1 to “Press 1 to
“Estimated hold or 2 to
wait time is 2 continue to
leave a hold or 2 to
minutes…” message…” leave a
message…”
Voice Mail Voice Mail
Default
Performance Menu Prompt Wait 120 Menu Prompt Treatment
Message Seconds
Customer Estimated wait Menu prompt Wait Interval Menu prompt Customer
call is received time to speak gives waits 120 again gives call is routed
by HiPath to an agent is customer the seconds before customer the to Queue
ProCenter announced option to wait executing next option to wait or
Agile or or leave a component leave a
Enterprise message message

Queue Processing Flow - Email Acknowledgement
Auto-Acknowledgement
If the email has not been processed within
24 hours, inform the sender automatically,
that the request is being processed, but
requires additional research.
Auto- Wait 24 Email Flow Transfer Email

Acknowledgement Hours Decision
Customer Customer Wait Interval Determines how Transfers

Email is receives an waits 24 much time has customer email
received by auto-acknow- hours before elapsed, and directly to
HiPath ledgement executing ends queue Supervisor to
ProCenter confirming the the next processing after expedite
Agile or receipt of the component 48 hours. handling.
Enterprise email

Call Director - Self-Service IVR Scenario
Customer Determine repair Playback

Customer
chooses the status based on message to
inputs
option to request confirmation the customer
confirmation
repair status for number through indicating the
number of
their car from external database repair status
repair order
menu prompt lookup

Call Director - Self-Service IVR Scenario
Customer Option Customer Numbers Inputted responses

inputs home presented inputs to Speech are written to
phone to stop response Playback external DB to
number newspaper to select of customer indicate customer’s
delivery for month/day selection requested delivery
vacation for to confirm stop/restart dates
period stop/restart
delivery

Web Collaboration: Multimedia Blending Scenario
1) The customer 1) The agent

requests an e-mail initiates a new e-
with information mail to the
about additional customer.
services.
2) The agent
The customer is The agent offers Agent pushes an web page sends a “Call-me-
interested in escorted browsing containing a video 2) The customer back” web link; the
subscribing to a to walk the demonstration on how to has difficulties customer fills in
VoIP phone customer through configure the new VoIP configuring the their phone
service and the process of service service and number, which
initiates a web establishing a requests that the then appears on
collaboration profile and agent call them the agent’s
session initiating the dialpad and the
service online call is initiated
Example Microsoft CRM Screen Pop Scenario
Existing
Account
Screen-Pop
Customer Customer is Account Call routed

call received prompted with number or to agent with
by HiPath IVR menu ANI queried screen pop
ProCenter option to input against of customer’s
Agile or account Microsoft existing
Enterprise number CRM database Microsoft
CRM account

HiPath ProCenter Design Center

HiPath ProCenter V7-0 Design-Center

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HiPath ProCenter Design Center

HiPath ProCenter Manager

HiPath ProCenter Manager is a

 Fully integrated into HiPath ProCenter

Page 3 Mar-06 Siemens Communications

Voice Email Web Collaboration Outbound/Callback

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 Conditional and data directed

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 Easy-to-use single point of

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 Web Collaboration requests are

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 Agents can create scheduled

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 Fully integrated IVR in Design Center

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 Design Center’s multi-site networking can

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 Easy to implement screen pop

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 Custom Function component enables

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Performance Level Decision Requeue Decision

Contact Data Update

Contact Data Decision

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Default Treatment Custom Function

Link to Routing Strategy

Link to Queue Processing

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Performance Level Message

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Category Decision Auto Suggestion

Auto Acknowledgement Reply Decision

Auto Response Discard

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Web Collaboration Schedule

Web Collaboration Auto Push URL

Web Collaboration Auto Push Performance

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Local Performance Decisions

Distribution Decisions Link to Networking Flow

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 Automatically detect whether a call is received during specific

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Source / Destination Decision

 Configure source / destination routing decisions to:

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Performance Level Decision

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Contact Data Update

Contact Data Decision

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Link to Routing Strategy

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 A single asterisk (*) can be used as a wildcard to substitute one

 The asterisk alone can be used to represent all numbers, or you

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Database Function (Read/Write)

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 Inputs to the Custom Function component consist of a list of