The document discusses Huawei's IP Contact Center (IPCC) platform and solution. It provides an overview of the IPCC architecture and design, Huawei's enterprise business portfolio including the IPCC solution, functionalities of the IPCC including ACD, CTI, IVR, and agent applications. It also discusses the network position and designs for reliability, resources, routing, security, multimedia capabilities, and a virtual contact center.

1. 2011/12/12 Security Level:
IPCC Platform Main
Slides
www.huawei.com
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential

2. Agenda
 IPCC Architecture&Design
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 2

3. Huawei Enterprise Business Portfolio
Enterprise Business Portfolio
IP CT IT Vertical Industry Services
Unified  E-
 Routers 
 Cloud Government  System
Comm. Computing Integration &
 Switches GSM-R Deployment
 IP PBX  Storage

 Transmissi E-Bank Network
on  Call Center  Servers
 
Smart Grid Design &
 Access  Video  Data Center

Optimization
Conference  Smart
 Security Energy  Customer
 Video Phone Support &
 Telepresence  … Maintenance
 Video  Training &
Surveillance Certification
Platform & Common Components
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential

4. Huawei E2E IPCC Solution for XXX
Management
CRM EAI Unipro Other IT system Suit
I2000
Agent front- IVR Customized
OAP
Application end logic(VXML) CC Apps
Report
layer Workflow
Magent UCM
Knowledge Base
(TT)
Monitor
CTI layer CTI IVR server OBS Recording
Configuration
Media Access IVR Resource ASR TTS
MSP WFM
layer ACD
PSTN/PLMN Internet IMS
NGN/3G
Voice Video SMS/MMS Fax Web chat Email SNS
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 4

5. Functionalities of IPCC
ACD (UAP) CTI IVR Agent Applications
Narrow Multiple skill Playing IP Agent (soft
band/broad with different phone)
announcement
band access level knowledge
Personalized base
Intelligent
Multi- Greeting The entire call
routing Workflow,
language Bulletin process is under
support
Reporting Digits
Subscriber (real-time, and Memo Huawei IPCC
collection
Announcem historical) Multimedia control after it
ents playing Recording agent (chat,
Level-bas gets into the call
announcement SMS)
ed service center, smooth
Digits
TTS&ASR Quality call transfer, no
collecting assurance
Uniform Conference drop calls, good
Recording, configurati SMS, WAP, voice quality
MyIVR MMS
TTS, ASR, on platform
supported Uniform call
fax and IVRMAP
Voice and Template and trace, uniform
video screen IVR Analysis
standard call reason from
recording Multi-language process IVR and agent
support based service wise
Monitoring
(data, agent) Video IVR Satisfaction
survey
SMS, MMS
support
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential

6. Network Position
Huawei IPCC
TCP/IP
IP Agent
CRM/ERP
/Billing….
SIP
RTP
CTI IP backbone
PSTN/PLMN
Subscriber
E1
Soft Switch ACD MSP
SIP/BICC
IVR
IP backbone
IP core Network Internet
Http/Https SMTP/POP3 SMPP MM7 PAP
Subscriber
Email SMC MMSC WAPGW
Web
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential

7. Huawei Solution for XXXX
Datacenter A NIRC Datacenter B MGC: SIP Proxy
MRP: Media server
MGC CTI Storage report MSP MGC CTI Storage report MSP
IVR IVR
IP IP
IP backbone
Essen Area N
IP
Potsdam
Pop 1 Pop 3
Site Pop 2 Site
＋
＋
MGW MRP IP Phone Agent PC MGW MRP
IP Phone Agent PC MGW MRP
E1
E1
E1
Core network
Customer
Customer
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 7

8. Huawei Solution for XXXX (Contd)
PSTN/PLMN
Subscriber Subscriber
E1
E1 E1 E1
Pop 1 Pop 2 Pop 3 Pop 4
Data Center 1 Data Center 2
IP network
Site Site Site Site Site Site Site
＋ ＋ ＋ ＋ ＋ ＋ ＋
Phone Agent PC Phone Agent PC Phone Agent PC Phone Agent PC Phone Agent PC Phone Agent PC Phone Agent PC
Access & Resource distributed; management & control centralized.
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 8

9. Call Routing of IVR
Data Center Huawei Existing system MGC: SIP Proxy
2 Report to CTI MRP: Media server
CTI
4 3 Check sub info
CRM/ERP/Billing….
MGC
IP backbone
Region X Pop 5 Control resources IP
Customer
1 Subscriber call in
MRP MGW
E1
PSTN/PLMN
6 Start IVR talk
Signal flow
Voice flow
Data flow
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential

10. Call Routing of Agents
Data Center Huawei Existing system MGC: SIP Proxy
2 Report to CTI MRP: Media server
CTI
4 3 Check sub info
CRM/ERP/Billing….
MGC
5 Transfer to agent IP backbone
Region X Pop IP
IP
Site Customer
1 Subscriber call in
＋ MRP MGW
IP Phone Agent PC E1
PSTN/PLMN
Signal flow
Voice flow
Data flow
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential

11. Reliability design
CTI reliability design ACD Board : load sharing
0 1 2 SC-MCU-C 0 1 2 SC-MCU-C
RUN ALM ACT RUN ALM ACT
BUZZ OFF 100/1000BASE-TX ETHERNET COM BUZZ OFF 100/1000BASE-TX ETHERNET COM
MCU MCU
UAP Internal
switch chip of
CTI the UAP6600
CTI CTI MRP card
SERVER SERVER Internal
structure
of the
UAP6600
IVR IVR
APLogic APLogic Network contact center share
Load balance
DB DB Load sharing
Active/
App App Standby NIRC
SERVE SERVE Datacenter 1 Datacenter 2
R R Application
Resource sharing
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 12

12. Resource sharing design
Queue sharing between two datacenters
Datacenter1 Datacenter2
Queue1
Queue1
Queue2
Queue2
Agents Agents Queue3 Queue Busy
Queue3
CTI
Shared
CTI Shared
Agents Agents
Data report
1 Call to
CC2
NIRC
Net Queue2
Net Queue3
2 Transfer to
shared
queue
3 call
answered
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 13

13. Voice Qos design
Data Distribution Which Ensures High QoS
Connecting network ports
to different VLANs
Preventing the broadcast
storm
Ensuring the QoS
Network port 1 Network port Network port 3
2
CTI data flow SIP/RTP flow NFS/TTS/ASR
CTI platform Agent phone File server
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 14

14. Intelligent Routing design
--VIP customer get VIP service
Billing
VIP Customer
Flow 2 for
Flow 1 for
Prepaid
VIP customer customer
ACCESS RATE VIP
Distinguish Define IVR Class2
100
Subscriber’s class Procedure
Class3
Prepaid customer 80
60
Class4
Different Different
Class CSR 40
Students Background handle
20 TRAFFIC
Different SLA for
background service
processing flow
VIP Senior Spanish
manager Agent agent
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 15

15. CTI Platform-Routing based on preset
skill
Number A Agent 1
Telephone Number A Skill 1
Telephone Number B Access Number B
IMS/NGN Skill 2
/PSTN Platform
Telephone Number C Number C
Skill 3
Agent 2
 Each agent has multiple skill abilities. This can increase agent utilization ratio.
 If agent has multiple skills, each agent’s skill has different level.
 Supports several agent distribution modes, such as optimal skill matching, average
distribution, most skill first, and highest skill level first. Each call can be distributed to the
proper agent.
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential

16. Network Security Design
Oi IP Network
Data Center
Pop
SBC
Firewall
Firewall
NGN
Site
＋
IP Phone Agent PC
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 17

17. Multimedia Capability design
 Multimedia access and sending.
 Use multimedia to distribute traffic and reduce call length
 Extend multimedia channels for customer self-service.
 Agents flexibly use e-channels as service assistant.
Self Service Manual Service
China Mobile Case
IVR •Manual --> IVR: 20%,
Agent additional SMS/MMS:
Email 50%.
Customer •Shorten call length
SMS from 93 sec to 77 sec.
Web MSP
Distribute
WAP Reduce call
manual call
traffic length
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 18

18. Virtual Contact Center design
•One physical contact center supports many virtual contact centers (VCC)
•Each VCC has it’s own access number, manager, report, inspector, agents etc, and can operate independently
•Several types of outsourcing: service outsourcing, agent outsourcing, IVR outsourcing, platform outsourcing
•Inbound Service (Consultation, Complain, etc) & Outbound Service (Tele-sales, Marketing Investigation, etc)
Inspect, report, manage… SCE Inspect, report, manage… SCE
VXML VXML OA
Agents Agents Bank
logical contact center 1 logical contact center 100
Billing
CTI/CCS Outbound
IVR
Server
ACD
Physical contact center
Work Flow
Web / Database App
Email Server
Server
Value Transfer： From Cost Center to Value Center
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential

19. Multimedia Call back, improve satisfaction
When customer ask agent service and system is busy, customer can select offline queue, system
register the customer call on offline queue. When the agent is idle, system will call the customer
automatically and provide agent service to the customer.
Normal wait Waiting
Timeout
dial Press 0 to ask
agent service Press 9 to be
called back Hang up
Online Queue
Customer is System
Agent Agent is free
Customer Satisfaction convenient to automatically
Service receive call multimedia
outbound
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 20

20. CTI Platform
-Multiple Service Development Tool
OPEN API
JTAPI
CCCBAR
COM/DCOM
ActiveX/DLL
SCE Tool VXML Tool
Abundant interfaces C/JAVE development environment.
Abundant Development Tool Development Supporting Team
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential

21. CTI Platform- Intelligent Report
Functions
Traffic report Agent report
 System inbound report  Agent basic information report
 IVR traffic report
 Agent login/logout detail report
 IVR traffic report (By service type)
 Agent rest brief report
 Manual inbound call report
 Manual inbound call report (By  Agent operation brief report
service type)  Inspection operation brief report
 Call waiting time report  Agent operation detail report
 Trunk usability report
 Agent outbound call brief report
 Online agent amount report
 Agent call traffic report
 Agent call traffic report (based on skill group)
 Provides 17 basic reports.
 C/S architecture. Report does not support customization.
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential

22. 随着呼叫中心技术的成熟，传统的PBX，IVR已经
Thank you
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential