UC Applications Specialists

Console Portfolio Update for Cisco SEs and Specialists

Anthony Lopez
alopez@arcsolutions.com
209-475-9370
2009 Arc Solutions. All rights reserved.

Meet Arc
Optimize person-to-person communications in the
Enterprise
Design and develop UC Business Applications Exclusively for Cisco
In-house design, development, integration & testing
Global Sales, Marketing & Technical Support
Presence in EMEA, USA, Middle East & Asia-Pacific
Technology Development, Solutions Plus, and OEM
Partner
Strong working relationships with product and technical
personnel within Cisco Similar to a Cisco Business Unit
Tight alignment with Cisco Product, Marketing, Sales, and
Engineering Teams
Sophisticated Console and Directory Solutions
Software available directly from Cisco or Certified Reseller
Console of choice from UCBU and Advanced Services
Out of Box and Custom Application Solutions
Its all about the data . . .
2009 Arc Solutions (International) Ltd. All rights reserved.

Agenda
Ciscos Operator Console Portfolio
Cisco Unified Consoles
Arc Enterprise
Application Decision Tree

2009 Arc Solutions (International) Ltd. All rights reserved.

Perspective on
Cisco Attendant Console - CAC
Many basic features needed
Lacks Transfer recall, directory & search customization, segmented Call
Park
Little call in queue info, operator statistics, supervisor package, multitenant features
OEM
Not supported in all countries
&
Not architected for Right to Left language support
End of Sale
Has Accessibility issues
process to
ease customer
Not architected for JAWS screen reader for sight impaired
impact
Had to remove Support for JAWS from all docs (doesnt work)
Future needs also on the horizon
Vista/Windows7 support, CUPS Presence & Web 2.0 integration will be
critical
Multi-year development required to address customer needs & to be at
competitive levels
Cisco Attendant Console is aging, last new feature introduced 04
Many customer problems
Recently decreased the number of supported CACs per cluster
Many major escalations in last 18 months
2009 Arc Solutions (International) Ltd. All rights reserved.

Console Positioning

Customer requirement
Multiple queues
Comfort messages
Call recording
Large, multi feed directory
Multiple vendor presence integration
Comprehensive reporting
Resilience
Multiple queues
Large directory
CUPS presence integration
>500 directory
Multiple queues
<500 directory

Departmental
Operator
Small business

2009 Arc Solutions (International) Ltd. All rights reserved.

Type of sale

High touch solution

sale

Standard Large CUCM

offer
Standard Mid CUCM
offer
Niche
requirement
Low touch
box sale

Cisco Console Positioning

Cisco Unified OEM

Offerings address
85% of Customer
Base

Global Enterprise
(>50,000 phones)

Arc Enterprise
Large enterprise
(>20,000 phones)

Cisco Unified Enterprise Attendant Console

Enterprise
(>500 phones)

Mid Market
(<500 phones)

& Cisco Unified Department Attendant Console

Cisco Unified Business Attendant Console

Small
Business

2009 Arc Solutions (International) Ltd. All rights reserved.

Arc Express

Arc Express for CUCME

Use mouse or keyboard

Full drag and drop
See calls in queue
See call details before
answering
Abandoned/answered call
list per queue
Multiple call queuing
Night service by
destination/time
Individual priority settings
Destination status preview
Busy Lamp
Import utility for large,
manual directory imports
Simple telephony icons
Multiple call hold
Consult transfer
Multiple call handling
Independent Speed dials
Alternative number dial
Speed search

2009 Arc Solutions (International) Ltd. All rights reserved.

Enterprise - console client

Extensive 32
field role based
directory

Business
-Rules Driven
ACD
Queuing

Call
Contro
l

BLF / Phone info

from CUCM
Presence info
from CUPS/OCS

Outlook
Calendar
information
Alternate
contacts
Absence notes
Returning calls
information

Parked Calls

Speed Dials

2009 Arc Solutions (International) Ltd. All rights reserved.

Cisco Unified Department Attendant Console

Queue Features
Support for one queue
Show Calls in queue
Queue Overflow
Directory Features
Directory up to 150
CUCM Directory integration
3 Directory Search options
Telephony Features
2 Concurrent Operators
5 Departments Maximum
Transfer Recall
Call Park
Call Park Recall
Call Toggle
Conference
Speed Dial
Localization
Presence (CUPS)

2009 Arc Solutions (International) Ltd. All rights reserved.

Cisco Unified Business Attendant Console

Queue Features
Support for three queues
Show Calls in Queue
Queue Overflow
Directory Features
Directory up to 500
CUCM Directory
integration
4 Directory Search options
Telephony Features
6 Concurrent Operators
Transfer Recall
Call Park
Call Park Recall
Call Toggle
Conference
Speed Dial
Localization
Presence (CUPS)
Night Mode
Emergency Mode
2009 Arc Solutions (International) Ltd. All rights reserved.

Cisco Unified Enterprise Attendant Console

Queue Features
Support for 25 queues
Show calls in Queue
Overflow options to
Queues
Directory Features
Directory up to 25,000
CUCM Directory
integration
6 Directory Search options
Telephony Features
25 Concurrent Operators
Transfer Recall
Call Park
Call Park Recall
Call Toggle
Conference
Night Mode
Emergency Mode
Presence (CUPS)
Camp On
Set CFWD
2009 Arc Solutions (International) Ltd. All rights reserved.

Solutions Plus Enterprise Differentiation

Queue Features

Unlimited Queues
Directory Features

Directory of 100,000

LDAP Directory integration

6 Directory Search options

Telephony Features

100 Operators

Email Notification

Supervisor Client

Monitoring, Reporting,
Logging

2009 Arc Solutions (International) Ltd. All rights reserved.

Arc Enterprise Differentiation

Queue Features

Unlimited Queues
Directory Features

Directory of 100,000

LDAP Directory integration

6 Directory Search options

Telephony Features

450+ Operators

MOC Integration

Outlook Integration

SMS, and XML Notification

Redundancy

Multi-Tenant

Serial Calling

XML Phone Directory

HTML Directory (Intranet)

XML Presence

XML Whisper

Click to Dial

Directory Integration

XML Screen Pop

Java Midlet

2009 Arc Solutions (International) Ltd. All rights reserved.

Supervisor

Supervisor Function
Visual Statistics
Real-time monitoring
Graphical reporting
Live changes
Report templates
Over 285 reports
Inbuilt PDF creator
Measure performance
against a service level
PC Wallboard
No Call Control
Visual Alarms
System Administration
Concurrent Usage Licensing

2009 Arc Solutions (International) Ltd. All rights reserved.

Vital business tools for managers or team

leaders

Applications Architecture
Operator
Console

Supervisor

Wallboard

Phone
Applications

Windows Server
TAPI / CTI
SQL

2009 Arc Solutions (International) Ltd. All rights reserved.

Server Requirements
The Arc Server application needs to run on a dedicated
hardware server platform. No other applications must
run on this server.
Pentium 4 2.2 GHz
40 GB Hard Drive
2G RAM
Windows 2000/2003 server
Microsoft SQL 2000/SQL 2005
SQL Express 2005 for smaller installations
All Arc applications are provided as Arc software only.
The partner/customer has to source the hardware and
Microsoft software/licenses
All Arc applications are based on concurrent usage
licensing
2009 Arc Solutions (International) Ltd. All rights reserved.

Pricing At a glance
Arc Express
SP-ARC-XPS-ATT-CON
CUDAC
CUD-ATT-CON
CUBAC
CUB-ATT-CON
CUEAC
CUE-ATT-CON
Arc Enterprise Console
SP-ARC-ENP-ATT-CON
(maintenance purchased from Arc Solutions)
(Arc List Pricing)
Arc Enterprise Server
Arc Enterprise Console
Arc Enterprise Supervisor
Arc Whisper Page (100 Seats)
Arc XML Presence (100 Seats)
Arc Wallboard

2009 Arc Solutions (International) Ltd. All rights reserved.

$1095
$1395
$2195
$3000
$4800

$5000
$2495
$2995
$1500
$800
$995

CUCM Console comparison

Product

Implementation

Scalability

Features

Upgradeability

Supported
by

Enterprise
Premium
(full)

Manual CUCM
configuration,
wizard install, more
complex requiring
training or ideally
Arc installation +
PS

Up to 100 console
clients, ++queues,
dual failover server,
up to 150,000
entries

Presence, extended
searching,
phonetics, failover,
international dial
plan support, in
queue messaging

Upgrade or add on
any feature in Arc
portfolio including
Precision, SA, TI,
Witness, etc

Arc Solutions or
reseller
(support
contract
required)

Enterprise
S+
(Solutions
Plus)

Manual CUCM
configuration,
wizard install, more
complex requiring
training

Up to 100 console
clients, normal
queue limitations,
up to 100,000
directory entries

Core console
features with
Whisper Page only.

No

Arc Solutions or
reseller
(support
contract
required)

CUEAC

Web based, simple,

limited options (no
server apps)

25 consoles,
100,000 directory
entries, max 50
queues. Directory
imported from CUCM

Subset of Enterprise
S+. No Whisper,
Presence, Diverse
telephony features

No

Cisco TAC

Web based, simple,

limited option (no
server apps)

6 consoles, 500
directory entries,
max 3 queues.
Directory imported
from CUCM

Subset of Enterprise
S+. No Whisper,
Presence, Mid
Market level
telephony features

No

Cisco TAC

Web based, simple,

limited options (no
server apps)

10 consoles as 5
pairs each with
access to 1 queue
<=150 databased
entries imported
from CUCM

No queues window,
Whisper. Basic
telephony features
for team answer
functionality

No

Cisco TAC

Cisco Unified
Business
Attendant
Console

CUBAC
Cisco Unified
Business
Attendant
Console

CUDAC
Cisco Unified
Business
Attendant
Console

2009 Arc Solutions (International) Ltd. All rights reserved.

Operator centers
Spotting an opportunity
Majority of incoming calls not managed by DID or call center
High internal call traffic
Role based personnel

Why not use a phone/sidecar?

PBXs operator consoles have always been highly featured

Operators have expectations of telephony functionality
Other vendors have mature and well featured options
Efficient front line call handling is a given

Operator center vs Contact center?

Similar requirement in call routing
Identify-prioritize-route-answer-conclude-measure

Answer + transfer vs answer + conclude

Operators need directory + advanced telephony

2009 Arc Solutions (International) Ltd. All rights reserved.

Key business requirements

Call Queuing

Multiple incoming calls into one point

Business rules to prioritise
Optional voice message to comfort/inform
Reporting based upon queue activity and performance

Busy Lamp Field

Instant presence indication across the enterprise
Enable transfer directly from BLF

Rapid call transfer

Minimal keystrokes
Screened/unscreened options
Intuitive but comprehensive interface

Recall and progress information

Unanswered calls to come back with ID
No calls should be lost or left hanging

2009 Arc Solutions (International) Ltd. All rights reserved.

Decision Tree

START

Is this for
Communications
Manager Express?

YES

Recommend
Arc Express
Console

Engage Arc
Through Reseller

NO
Do you need:
LCS Integration
Outlook Integration
LDAP Integration
Monitoring
Reporting
Redundancy

Engage Arc for:

YES

Presentations
Questions
Demos
RFPs
Pricing
Discovery

How Many Concurrent

Operators?

2009 Arc Solutions (International) Ltd. All rights reserved.

Enterprise Console
Business Console
Department
Console
Arc Enterprise

NO
How Many Users are in
your CM Directory?

Recommend
Unified:

25+

Recommend
Unified:
Enterprise Console

25,000+
50025,000
150-500

1-25
1-6

Business Console

100-150

1-2

Department
Console

Application Discovery
Discovery Questions
Do you ever get calls for people who have left the company?
Do these calls end up in ex-employee voicemail with no return call?
2. Do you ever get calls for employees in particular departments?
What is the process for look up and transfer?
3. Do you ever get calls for employees that are not in your directory?
How do you handle these calls?
4. Do you ever get calls for employees in other locations or on other systems?
How do you handle these calls?
5. Do your operators need to coordinate a physical replacement for breaks and off hours?
How do you handle operator calls in remote locations?
6. Do your supervisors and managers need to provide a certain level of service for their operators and help desks?
How are things measured today?
What is the process for measuring?
7. Do your operators leverage instant messaging to interact with employees?
Is presence a key component to how they interact with Instant Messaging?
8. Do your operators have visibility into employee calendars or room scheduling?
Is the tool integrated into their telephony system?
9. Do you have multiple sources of information/directories that need to be accessed by your operators or
employees?
How many directory sources do you have? (CallManager, Active Directory, Exchange, Unity, SAP, Internal etc)
Are these all managed separately?
Which of these contain information pertinent to an Operator (probably more than one)
10. Do your Operators take a lot of internal calls?
Are these calls mainly from employees trying to reach colleagues in other locations or departments?
How about pushing it out to the phones, or an intranet based directory?
How about through a Speech interface
1.

2009 Arc Solutions (International) Ltd. All rights reserved.

Application Discovery
Business Value Usage Questions
Q

When your company receives a call for an employee who is no longer with the company, would it be beneficial to be able to tell
the caller that the employee is no longer with the company, and transfer the call to someone in the same department and
perhaps with the same job title, rather than transfer a call to a voicemail box that will not get checked?

When your company receives calls for new employees, or for employees in particular departments, would it be helpful if, your
operator sent all of these calls to the right party the first time?

When an operator from a remote branch leaves for a break, emergency, or at the end of the business day, would it be helpful if
the calls can overflow to an operator in an alternate location, but still be answered with a greeting from the local office or
department?

When a call comes in for an employee or a department, would it be beneficial for your operator to have
visibility into the employees presence and calendar information? If the employee is in a meeting, would it
be helpful to send a visual message to the screen of the phone in the meeting room?

When a call comes in for an employee who has an out of office message set, would it be valuable to inform
the caller of the greeting before offering to transfer the call to voicemail?

If that same person was travelling and had an alternate number that she could be reached at, would it be
helpful to transfer the call to an alternate number rather than a message system?

Would it be valuable to streamline the update process to have a central management point for all of these
directory integrations?

Would it be valuable to take the directory that the Operator has and push it to the company on an intranet
site with click to dial, an xml service on an IP phone, and a natural speech interface?

2009 Arc Solutions (International) Ltd. All rights reserved.

Local References
Babcock and Brown
Levi Strauss
Bass Pro
Heffernan Insurance Group
City of Sacramento
Oakland School for the Arts
2009 Arc Solutions (International) Ltd. All rights reserved.

Global References

2009 Arc Solutions (International) Ltd. All rights reserved.

Summary
Ciscos Operator Console Strategy
Cisco Unified Consoles
Arc Enterprise
Decision Tree
THANK YOU!!

2009 Arc Solutions (International) Ltd. All rights reserved.

Anthony Lopez
alopez@arcsolutions.com
209-475-9370