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    09-HUAWEI CC Business Customization and Integration Pre-Sales Specialist Training V1.0

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    Mohamed Apple

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    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd

    09-HUAWEI CC Business Customization and Integration Pre-Sales Specialist Training V1.0

    Uploaded by

    Mohamed Apple
    38 views14 pages

    Original Title

    09-HUAWEI CC Business Customization And Integration Pre-sales Specialist Training V1.0

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    © © All Rights Reserved

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    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    38 views14 pages

    09-HUAWEI CC Business Customization and Integration Pre-Sales Specialist Training V1.0

    Uploaded by

    Mohamed Apple

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 14

    HUAWEI CC Business Customization And

    Integration Pre-sales Specialist Training


    Content

    1 Second Development Interface

    2 3rd Party System Integration

    2
    Second Development Interface

    IVR Flow. Huawei


    CRM System Integration/Agent desktop Outbound
    provides development
    customization system
    tool.

    Web Database
    OCX GSL VXML
    service interface

    eSpace Agent SCE Tool VXML IDE OBS

    • Mature documents, Demo, training course. ISV


    • Telephone hotline, forum, email. Huawei

    3
    Automated Service Customization
    IVR Script. Huawei just
    provides development tool.
    Scripts should be
    developed by ISV. Database 3rd Party System 3rd Party System

    GSL VXML SQL Protocol Interface DLL

    Aplogic DtProxy Web service


    VXML IDE
    SCE Tool
    Tool

    Support VXML IDE tool. Support VXML 2.1, and CCXML.


    Support private development tool, SCE tool. This tool also can be used for intelligent routing script development.
    System provides multiple interfaces for database and 3 rd party system integration.

    4
    Report Customization

    Provides report
    Customer can
    customization tool. Users
    use 3rd party • BIR report provides report
    can use this tool to do
    report tool. customization tool.
    report customization.
    • System publish CDR dictionary.
    ISV can use 3rd party report
    tool based on Huawei CDR.

    BIR Report Tool CDR Dictionary

    ISV
    SQL Server/Oracle Database Huawei

    5
    Web contact center development

    Contacts ICS ICS Client


    Routing Server Server

    ICS Server provides ICS client source code can be


    JMS interface. published to ISV. ISV can do rapid
    customization.

    6
    Customization Interface Documents

    Visit http://support.huawei.com/enterprise/ to download interface documents.

    7
    Content

    1 Second Development Interface

    2 3rd Party System Integration

    8
    Customization and Integration – Partners
    Call
    Log/CTI

    WFM

    TTS/AS
    R

    Microsoft®
    Business
    CRM Solutions
    CRM
    Others

    9
    3rd Party CRM System Integration

    Siebel CRM SAP CRM Other system

    Siebel API SAP API API

    CRS Server

    • CRM system integration: Huawei system supports mainstream CRM system


    integration. It supports Siebel CRM and SAP CRM integration.

    10
    3rd Party CRM System Integration
    Scenario
    Huawei System
    Contacts • Agent expects to use original CRM system. They
    Routing have used to the original system, and does not
    Server want to learn new system.
    Huawei ACD • Now, Huawei system has done integration with
    CRM system for some features. Some features in
    CRM system can not be supported in Huawei
    contact center.
    Siebel/Sap
    SIP/RTP Protocol CRM

    Siebel Interface
    Agent Terminal

    • Agent can use original CRM system client,


    Agent phone
    no need change agent habit.
    Agent PC

    11
    3rd Party IP Mirror Voice Record
    CC Platform • Huawei has done integration
    test with Nice system.
    CTI Control Signal
    • Media stream must be
    converged at one LAN Switch
    which has mirror function.
    U2980 3rd party voice record system
    Caller

    SBC

    LAN Switch
    LAN Switch with mirror
    function

    Stream description
    Original stream
    Mirror stream
    Agent Agent
    Voice record server

    12
    3rd Party WFM System Integration

    Real time data


    Contacts
    Historical data
    Routing Server CWFMA CWFMA 3rd Party
    Server Client WFM
    Platform DB

    • Real time data: 3rd party system uses SOAP interface acquiring real time data.
    • Historical data: Historical call statistic information and agent statistic information, including skill queue
    report, agent call traffic report, agent login/logout report. 3rd party system uses FTP interface
    acquiring data.
    • CWFMA client should be developed by SI partner. Huawei provides API document. These data can
    be the reference for 3rd party system .

    13
    HUAWEI ENTERPRISE ICT SOLUTIONS A BETTER WAY

    Copyright©2012 Huawei Technologies Co., Ltd. All Rights Reserved.


    The information in this document may contain predictive statements including, without limitation, statements regarding the future financial and operating results, future product
    portfolio, new technology, etc. There are a number of factors that could cause actual results and developments to differ materially from those expressed or implied in the predictive
    statements. Therefore, such information is provided for reference purpose only and constitutes neither an offer nor an acceptance. Huawei may change the information at any time
    without notice.

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