MIC PC/Mobile for agent (acd sets) extensions

[tot3nkopf]

Hello guys,

Any experience with MIC Mobile with acd extensions?

I know that currently there is no way to run MIC with acd sets (when the acd set is logged out the telephony services are not available).
It is quite hard to offer a real unified user experience if we cannot offer the users working in ccd environment same user experience and mobile softphone as for the rest of the business extensions.

Please let me know your thoughts.

[cavagnaro]

Why? ACD needs rules, strict rules for it to provide customer SLA for example. With Mobile, how you guarantee that? I as agent could lose connection or being not available on my cellphone.
Imagine an agent creating rules to divert calls, how would you control (and report(!)) on that??
If you need something like Expert agents, those who are the heads for solving issues or important sales, then you can use Genesys and route to many more types of sets using emulated login (no CCD).
Genesys is prepared to handle such scenarios in a more complex routing and decisions on events...CCD simply can't do that.

My thoughts

[tot3nkopf]

Hi Cav,

It is true that acd environment has its specifics. I am well aware of that. But they are handling not only acd calls.
In order to be personally reachable and have access to UC features they need to have also clients in this environment. This is not intended to cover work on the move or for home in acd environment, only to have the same user experience as the business users.
If we think in perspective if you roll out mobility services in a company, how can you explain someone that he/she will not have access to UC services as the profile fits for CC.... so no one number services, no mobile client, no video or IM for the future....
I feel that the strategy of ALE is not comprehensive in this area....Or at least leads to the adoption of emulated agents (in e.g. Genesys) like you suggested, in order to still provide UC services, rather than laveranging the RSI type of integrations.
At least this is my point of view...

Rgds

[tgn]

i agree to cav:
ccd is not needed for mobile use.

but also i think like tot':
standard ccd-cca application is still too old in many ways...
i think it can be a big step forward to integrate the cca-server into an opentouch server (ots and acapi are allways available there, so only pcagent server is a new service on opentouch).
then the REST-API can be enhanced with ccd-specific api-calls.

this will increase the standard edition ccd a lot.

but only god knows what ALE will do...

regards...

[cavagnaro]

But again, let's imagine it's possible to do.
CCD calls goes to the set, which will be a mobile phone...how will you assure the CC boss that calls will reach over a public network where you have no control and is far far away of something like Internet? The
cellphone network has a lot of potential problems of coverage zones.
So ok, cellphone network is perfect, never fails, cellphones are military standard...ok...let's go to user. Ok, he decides to create rules, I will answer only from x hour to Y hour and maybe right now not in the mood...
How will you control his status? Ready/Not ready? An application on the phone...reports? Crm integration? Customer data?
As you say your agents are not exactly just agents but also a misture of business rules, probably specialized sells or something like that.
If that is the case then you said it yourself, that is no a CC and Alcatel solution just simply doesn't cover that.
That is when you go to a Genesys which is specialized in such complex scenarios. Not even Altitude shitty software can do something there as has again the TSAPI connector stuff.

In an ideal world yeah, one brand handling everything sounds cool, by experience we have seen over the years that doesn't work exactly well.
I haven't seen such features nor in Avaya or Cisco neither for example. So, this is not an ALE restriction, but I see it as a market and technology limited one. The cost/benefit to develop something like that would be too high and the risk that it doesn't work as customer expected is bigger even. So why create a little monster for a whole minority that would impact negatively probably at the first stages on a stable product?



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[tot3nkopf]

I know all that Cav.

However I have not seen with Genesys a mobile phone client for call control, on which I may say: yes I am logged in, I am unavailable, I can take my private calls to the mobile phone, I can hadle document sharing, video calls if necessary.... Oh yes they can be developed with Genesys and the for sure no persistent experience for the users (one has MyIC, one has IWS on the desktop/some custom app on the mobile)

In my view all vendors should be concentrated in offering a persistent user experience for UC services regardless the role of the user.

[cavagnaro]

Sorry but don't agree UC is for a specific segment, not everyone. Contact Center is another world and should have another rules, just because their mission is another, they are not business users.
Is like willing that SEAL or SWAT to have also video chat on their devices and do cool stuff... That is not their mission, they have less fancy tools but very good at what they are intended to do.

About diversity of tools, well, as you said you haven't seen that on Genesys by default, because is not what market asks for. I have done such development on a customer and works but even was not for all agents, only a few who did very very specific sales and needed to be always reachable by their customers and still following CC rules...Genesys was the only solution, and for the money they made on each sale it justified the need, but that is not for all CC.

Not all users have the same needs, even UC is a specific market. Not everyone need that.

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[tot3nkopf]

Soon we will have only UC platforms and no PBX (market trend)
And if I were your customer I would want your Genesys to control the UC, not to separate UC and CC users (one on Genesys SIP the other on UC SIP).
ALE has to adapt to what others (e.g. Microsoft Skype for business) are doing. The problem is OT (talking about "conversation" mode) has no APIs ready for Recording and CC integration (as far as I know) and its "connection" mode has also limitations.

[cavagnaro]

Hummm this conversation is interesting
UC has been here for years and hasn't took the market as was promised, why? Exactly because is not everybody needs.
PBX die? HW maybe but will just move to a SW scope. On that level will be full IP with SIP or another protocol to come.
SIP, yes will provide video and voice, IM, presence. Something else will provide document sharing...

Skype for business...as the name says, is for business and Genesys does integrate with that for example, ALE building something to match that global well successfully established software? Don't see it happening. They threw the towel years ago as well as Genesys. Genesys had a connector to use Teamwork for example...but how many people had that vs having MS Lync (Skype for business now)? After losing the war they moved to integration.

So again, ALE CC solutions is a simple one, alone can't even handle emails...so how to expect to handle more advanced integrations? There is where a software layer should go in, ALE choice is Altitude...which is too far behind on those integrations.

If you would be my customer asking me for me to control your UC I'd say, ok, show me way I can control it. Lets say they provide me MS Skype (Lync). I can do it. Genesys can better said as is SIP.

If they can't provide because their solution is closed (imagine ALE solution) I'd have to sell them a custom deployment or suggest to move to Skype or something we can control. Option #1 would cost probably thousands of hundreds of dollars and lot of dev time and maturity scale. Skype? Invest and deploy. Ready to go.

Honestly don't see how UC will cover all (ALL) markets, there is a high market, yes. But also not all users on that market need all that.

[tot3nkopf]

Integration for OT (I understand "connection" mode) is intended as a migration step towards OT from OXE. The target is to move in the end all the endpoints on OT side --> OT will become a Lync/Skype for business --> they follow the market trend I was talking about. All the vendors on the market went in this direction --> therefore PBX extinction in my view is a question of time.

Coming back to ALE, for them I think is crucial to push for OT (and I think they are aware of it) --> strategy is connection then conversation. Another is connection as complement for Lync or IBM, until they can really match up.

Skype/Lync has its own problems: physical endpoints and gateways are 3rd party; basic telephony set features are not ready to replace current PBXes (yet). Even OT has better basic telephony set features now in conversation mode than Skype/Lync. Not easy as it looks on the marketing slides.

Comming back to the initial topic: I would expect the acd set to be able to be controlled as not logged in by the OT MyIC client, then I could receive only my private calls on my mobile for instance while I am away from my desk (no call control on CCD or Genesys or Altitude necessary - he/she is logged out after all)