IP Office Integrated Contact Reporter (ICR) provides a fully integrated, Avaya developed, basic reporting solution targeting the 5-25 agent space.

Home Screen: The Home Screen shows a summary of the system wide statistics that is updated in real time. (NOTE; that these statistics are pre-configured and cannot be changed in this release)

Following statistics will be displayed on the Home Screen

♦ System Statistics – Abandoned Call Monitor

♦ System Statistics – Service Factor

♦ System Statistics – Average Wait Time

♦ System Statistics – Current Active Calls

♦ System Statistics – Answered Calls

♦ System Statistics – Abandoned Calls

♦ System Statistics – Logged-in Agents

♦ System Statistics – Available Agents

The username is displayed along with some information on how many Hunt Groups the user is a member of, as well as work time and break time for the user.

Call Control: The agent can click on Call Control screen when there is an active call in progress, the Call Control screen allows control of an associated telephony device e.g. a desk phone:

End points supported for ICR are same as supported for IPOCC:

♦ 1400, 1600, 9500 96×0 (H.323) and 96×1 (H.323)

♦ Avaya Communicator for Windows

The Call Control buttons will only show if there is any Active Call in progress for the Agent. The Agent can perform following tasks from the call Control Screen

♦ Answer a call

♦ Drop a call

♦ Hold a call

♦ Retrieve a Held call

♦ Consultative Transfer

♦ Blind Transfer

♦ Conference

The Telephony Dashboard will show all the Hunt Groups for which the logged in Agent has membership. For each Hunt Group the following information will be shown. (NOTE; that these statistics are pre-configured and cannot be changed in this release)

♦ Hunt Group Statistics – Agents Logged In

♦ Hunt Group Statistics – Average wait time

Following are statistics for the logged in Agent also will be displayed on the Telephony Dashboard.

♦ Agent Statistics – Answered Calls

♦ Agent Statistics – Abandoned Calls

♦ Agent Statistics – Average Talk-Time

The Call Control option will also display a popup when a call is offered to the Agent. The Agent can also Answer, Drop, Hold and Retrieve a Call from this popup.

ECS is an AVAYA Edge Emerald Level Business Partner located in Seattle, WA & Portland, OR.

ECS provides local technicians for on-site work installing and servicing a variety of voice/data equipment, ie; Avaya Aura Servers, Gateways, Voicemail, Telephones, Firewalls, Ethernet Switches, Low Voltage Cabling, CAT5e/CAT6, Fiber, Circuit Extensions, Wireless Networking, Video Surveillance, Point of Sale, Overhead Paging, etc. 

ECS provides services in Washington & Oregon, primarily in the greater Seattle & Portland areas.

IP Office Integrated Contact Reporter (ICR) provides a fully integrated, Avaya developed, basic reporting solution targeting the 5-25 agent space.

ICR is built in to the IP Office Application Linux image. It is installed with every IP Office Hosted or Server image, making it immediately available to IP Office customers on R10.1 with no additional hosting, server, or installation costs.

A quantity of Power User licenses equal to the number of active ICR users (agents and supervisors) is required.

ICR provides businesses “Voice Only” Reporting.

ICR will be available as part of the IP Office Server Edition and Application Server software image and runs on the standard Linux distribution supported by IP Office Server Edition and Application Server platforms. The software is installed as a standard Linux RPM only on the Server Edition Primary server or the Application Server in case of IP 500V2 deployments. The application is not supported on UCM or Windows platforms and requires Preferred Edition or greater.

ICR is a simple reporting tool for 5-25 agents and up to 5 supervisors.

Operations, Administration and Maintenance (OAM) is integrated with the wider IP Office solution (e.g. IPO Web Manager for OAM).

ICR leverages the IPOCC Chrome client for agent and supervisor reporting and call control as well as existing hunt group capabilities on IP Office to “tag” specific hunt groups for reporting and analytics. The solution uses VMPro for queue announcements

With the R10.1 release, the capabilities of ICR will provide the following:

♦ Real time and historical reporting for IP Office hunt groups

♦ Reports on incoming external calls ONLY; there is NO reporting on internal calls or outgoing calls

♦ Agent desktop – call control of associated telephony device and real-time reporting

♦ Supervisor desktop – call control of associated telephony device, real time and historical reporting

♦ Agent and supervisor user interface is a web based client that is supported on Microsoft Internet Explorer and Edge, Google Chrome, Mozilla Firefox and Safari browsers (note that the user interface is available in English only in 10.1 time)

♦ 8 Pre-configured summary and detailed historical reports (note that reports cannot be customized, scheduled or exported in this release) (reports can be viewed and printed in PDF)

• 1) Call summary by Agent
• 2) Call summary by Hunt Group
• 3) Call summary by Time
• 4) Call summary by CLI
• 5) Call Detail by HG
• 6) Call Detail by Agents
• 7) Call Detail by CLI
• 8) Agent summary

Deployment options are: ICR co-resides with one-X Portal and has a dependency on same

♦ Application Server in case of IP500V2

1. Standalone IP500V2 with Application Server
2. For SCN – all agents, supervisors, hunt groups, trunks, VMPro must be configured on the IP500V2 which is monitored by ICR

♦ Primary Server on Server Edition

1. All agents, supervisors, hunt groups, trunks, VMPro on Primary Server
2. All agents, supervisors, hunt groups, VMPro on Primary Server; trunks (only) can be on Expansion

♦ Preferred Edition, Server Edition or Select (and Cloud deployments)

Licenses required for ICR are as follows:

♦ Standard endpoint licenses

♦ ICR Agent

♦ ICR Supervisor

Power User License as described below

ICR is licensed based on the number of simultaneous logged in agents and supervisors. ICR supports a maximum of 25 logged in ICR Agents and 5 logged in ICR Supervisors in R10.1

The ICR Agent and ICR Supervisor licenses are $0 licenses with IP Office 10.1 In order to qualify for the $0 ICR licenses, the customer must have an equal (or greater) number of Power User licenses as the number of active (logged-in) ICR users planned; however, those Power Users are not configured against or restricted to ICR users – those Power User licenses are available for other (non-ICR) users on the system

Until July 2017, ICR licenses will have to be ordered as $0 part codes, those licenses will be subject to the Power User count check above, as well as the maximum number of 25 logged in ICR Agents and 5 ICR Supervisors. The Power Use count will be checked, for the same host ID where the ICR users are being ordered. Centralized WebLM should be used in case of Server Edition/SCN to ensure all Power Users are visible.

New IP Office systems sold post July 2017 will include a number of ICR use licenses. The ICR licenses will also still be available to order as $0 part codes. In both cases, the same requirements exist for the corresponding number of Power Users, as well as the same limitation for maximum number of ICR users.

ECS is an AVAYA Edge Emerald Level Business Partner located in Seattle, WA & Portland, OR.

ECS provides local technicians for on-site work installing and servicing a variety of voice/data equipment, ie; Avaya Aura Servers, Gateways, Voicemail, Telephones, Firewalls, Ethernet Switches, Low Voltage Cabling, CAT5e/CAT6, Fiber, Circuit Extensions, Wireless Networking, Video Surveillance, Point of Sale, Overhead Paging, etc. 

ECS provides services in Washington & Oregon, primarily in the greater Seattle & Portland areas.

Network Bandwidth & Storage Consideration are very important when designing a video surveillance system. Common factors to consider are; quantity of cameras, image resolution used, compression type/ ratio, frame rate and viewing area complexity.

Bandwidth: When installing a small surveillance system involving 8 to 10 cameras, a basic 100Mb network can be used without considering bandwidth limitations. Most video surveillance systems of this size can be implemented on an existing 10/100Mb network.

Cameras that are configured to deliver high-quality images at high frame rates will use approx. 2-3Mb of network bandwidth. Once you install more than 12-15 cameras, you should plan to use a Gigabit (GB) network. Using VLANs, Quality of Service (QoS) & Event-Based Recordings will help manage the bandwidth consumption.

Storage Calculations: IP-Based Video Surveillance Storage is based on configuration, like the following;

♦ Quantity of cameras

♦ Will recording will be continuous or event-based

♦ Quantity of hours per day the camera will be recording

♦ Frames Rate (frames per second/FPS)

♦ Image resolution

♦ Video compression type (Motion JPEG, MPEG-4, H.264)

♦ Scenery: Image complexity, lighting conditions & amount of motion

♦ How long do you want data stored

Storage can be on a Network Video Recorder (NVR) on-site or at another location.  Some IP-Cameras provide storage on an SD Card installed in the camera. Cameras can also stream to Cloud based storage.

ECS is an Authorized Video Surveillance Reseller located in Seattle, WA & Portland, OR.

ECS provides local technicians for on-site work installing and servicing a variety of voice/data equipment, ie; Avaya Aura Servers, Gateways, Voicemail, Telephones, Firewalls, Ethernet Switches, Low Voltage Cabling, CAT5e/CAT6, Fiber, Circuit Extensions, Wireless Networking, Video Surveillance, Point of Sale, Overhead Paging, etc. 

ECS provides services in Washington & Oregon, primarily in the greater Seattle & Portland areas.

Typically, an IP Video Surveillance System includes a Network Video Recorder (NVR) and IP Cameras.

In some cases, the IP Cameras are directly connected to the NVR via CAT5e or CAT6 Ethernet Cabling.  There are Wireless IP Camera options available, but remember if the IP Camera is not “powered” over the CAT5e or CAT6 Ethernet cabling, then local 110VAC power will be required near the Wireless IP Camera. Usually it is more cost effective to install CAT5e or CAT6 Ethernet cabling than having an electrician install 110VAC local power.

If the NVR does not have Ethernet Ports for IP Cameras to connect to, then a Power over Ethernet (PoE) Switch will be required. When using a PoE Switch, the NVR and the IP Cameras all connect to the PoE Switch.

The IP Video Surveillance System can be a standalone “Network”, or connected to your Data Network.

Remote Viewing will require that the NVR be accessed remotely, usually via the internet. Most mainstream IP Video Surveillance Systems today offer remote viewing from a Mobile App on your Smartphone.

Some smaller installations use IP Cameras without an NVR.  This is accomplished either by using an SD Card installed directly in the IP Camera for Storage, or streaming the Video up to a Cloud based storage provider. (Cloud based storage usually requires a monthly subscription)

Some IP Camera manufacturers support SD Card storage AND streaming to Cloud based storage simultaneously.  Some allow FREE viewing from the cloud, and only charge a subscription fee if you use the Cloud based storage.

Watch out for IP Cameras that only support their manufacturers proprietary Cloud based storage, as this means you will need a monthly subscription to view your own Video data.

IP Cameras come in many types and combinations:

♦ Indoor

♦ Outdoor

♦ Vandal Resistant

♦ Explosion Proof

♦ Wired

♦ Wireless

♦ Dome

♦ Bullet

♦ Day

♦ Night

♦ Fixed Lens

♦ Varifocal Lens

♦ Pan/Tilt/Zoom (PTZ) Lens

ECS is an Authorized Video Surveillance Reseller located in Seattle, WA & Portland, OR.

ECS provides local technicians for on-site work installing and servicing a variety of voice/data equipment, ie; Avaya Aura Servers, Gateways, Voicemail, Telephones, Firewalls, Ethernet Switches, Low Voltage Cabling, CAT5e/CAT6, Fiber, Circuit Extensions, Wireless Networking, Video Surveillance, Point of Sale, Overhead Paging, etc. 

ECS provides services in Washington & Oregon, primarily in the greater Seattle & Portland areas.

A Network Video Recorder (NVR) includes a computer/server with video recording and management software.  Typically, an NVR is a complete system, that includes everything you need to record video from IP cameras on your network.

You can select an integrated NVR System (hardware & software bundle) or provide your own Windows computer and just buy software to create a Video Management Software System (VMS).

Some NVRs support both IP cameras and older “analog” cameras. (Hybrid solution)

Some NVRs provide enhanced functionality when used with cameras produced by the same manufacturer.  Many NVRs will support cameras made by other companies as long as they conform to the latest OnVIF standards.

NVRs come in many sizes and configurations.  They can support anywhere from 4 to 64 or even 128 IP-based cameras. Some NVRs have a maximum number of cameras that are supported, but require licensing for each camera installed.

EXAMPLE

Feature Summary for Hanwha (formerly Samsung) NVRs:

♦ Very easy to install. Auto detects Hanwha cameras

♦ Very easy to use, featuring an excellent user interface.

♦ Access live and recorded video on local, remote and mobile devices

♦ Easy export of selected video for evidence

♦ Some features for finding the video you need and exporting for evidence

♦ Select 4, 8, 16, 32 or 64 channel NVRs.

♦ HDMI up to UHD (4K) Resolution

♦ PoE+ Ports (for NVRs with up to 16 channels)

♦ OnVIF Camera Compliant

♦ Control PTZ Cameras

♦ Export audio, video and pictures to be easily e-mailed or saved

Hanwha models: 4-Channel, 8-Channel, 16-Channel and 64-Channel. (Hard drives are sold separately with total capacity depending on model)

ECS is an Authorized Video Surveillance Reseller located in Seattle, WA & Portland, OR.

ECS provides local technicians for on-site work installing and servicing a variety of voice/data equipment, ie; Avaya Aura Servers, Gateways, Voicemail, Telephones, Firewalls, Ethernet Switches, Low Voltage Cabling, CAT5e/CAT6, Fiber, Circuit Extensions, Wireless Networking, Video Surveillance, Point of Sale, Overhead Paging, etc. 

ECS provides services in Washington & Oregon, primarily in the greater Seattle & Portland areas.

Recording devices, especially DVRs play a vital role in video surveillance. DVRs are designed to accommodate up to a specific quantity/number of channels or inputs. Each channel or input originates from a camera connected to the system. Most DVRs increase in cost and scope based on the number of channels/inputs they support.

Common configurations are:

♦ 4 channels

♦ 8 channels

♦ 16 channels

♦ 24 channels

Although DVRs are referred to as “Digital” Video Recorders, they are technically an “Analog” device.

DVRs capture an analog signal and convert it to a digital format (such as MPEG-4) The digital to analog conversion process compresses the images reducing the quality.

Most DVRs are easily configured and usually allow customized settings for each channel, including video quality and resolution. Even though the signal may start as analog, newer DVRs offer full-HD video output with a resolution of up to 1080p. Video can be exported to a range of different formats, including DVD and USB.

One of the main considerations when evaluating DVRs is Storage. A low end 3-terabyte (TB) hard drive will store about 30-days of 24-hour video surveillance in full frame HD taken from one camera. This might seem like a lot, but when you have 10 or more cameras, you’re going to run out of hard disk/storage space pretty quick. To alleviate storage problems, popular DVRs accommodate from 1 to 4 removable SATA hard drives. Each drive can offer up to 4 TB.

ECS is an Authorized Video Surveillance Reseller located in Seattle, WA & Portland, OR.

ECS provides local technicians for on-site work installing and servicing a variety of voice/data equipment, ie; Avaya Aura Servers, Gateways, Voicemail, Telephones, Firewalls, Ethernet Switches, Low Voltage Cabling, CAT5e/CAT6, Fiber, Circuit Extensions, Wireless Networking, Video Surveillance, Point of Sale, Overhead Paging, etc. 

ECS provides services in Washington & Oregon, primarily in the greater Seattle & Portland areas.

CCTV systems most often use low-end “Analog” surveillance cameras to capture a video image.

Some “Analog” cameras are sold as high-definition (HD), but their maximum resolution is usually between 960 x 480 or 704 x 576. These low resolutions will capture images up close, clearly depicting a face if the camera is mounted nearby. However much of the identifying detail will be lost across distances of a few hundred feet or more. “Analog” surveillance systems also have trouble capturing detail in moving objects like an automobile for example.

Most Video Surveillance Cameras installed today are IP-based. IP Cameras provide a substantially higher resolution than Analog cameras.  IP Cameras can even provide full frame video at 30 frames per second (fps).

Common IP Camera resolution rates are:

1 Megapixel (MP) (1280 x 720)

2 Megapixel (MP) (1920 x 1080)

3 Megapixel (MP) (2048 x 1536)

5 Megapixel (MP) (2592 x 1944)

Most industry experts agree that it would take up to six “analog” CCTV cameras to equal the performance of one 2 Megapixel (MP) IP-based camera.

In addition to the cost-savings associated with newer IP-based equipment, there is also a dramatic improvement in quality which has led to a widespread transition from “analog” CCTV to IP-based systems.

The growing reliance on web-based integration with IP-based Video Surveillance systems is likely to continue to develop with each new generations of surveillance equipment.

ECS is an Authorized Video Surveillance Reseller located in Seattle, WA & Portland, OR.

ECS provides local technicians for on-site work installing and servicing a variety of voice/data equipment, ie; Avaya Aura Servers, Gateways, Voicemail, Telephones, Firewalls, Ethernet Switches, Low Voltage Cabling, CAT5e/CAT6, Fiber, Circuit Extensions, Wireless Networking, Video Surveillance, Point of Sale, Overhead Paging, etc. 

ECS provides services in Washington & Oregon, primarily in the greater Seattle & Portland areas.

CCTV is an “Analog” Video Surveillance system

A CCTV camera is an analog video camera that transmits video over coax cable to a single central location for monitoring, recording, and analysis.

While the current trend is IP network cameras, CCTV cameras are still widely used, and offer a cost-effective answer for many common surveillance systems.

CCTV technology has been around since the 1940’s, and has been a primary video surveillance system option since around 1970.

The two primary types of CCTV cameras are fixed cameras and pan/tilt/zoom (PTZ) PTZ cameras can rotate horizontally and vertically to cover more area.

Pros and Cons of Analog Surveillance

Pros of Analog CCTV:

♦ Lower up-front cost – Analog cameras usually cost less than IP network cameras.

♦ Wide-spread compatibility – Mixing and matching Analog CCTV camera models and surveillance equipment from different manufacturers is relatively easy with an analog CCTV security camera.

Cons of Analog CCTV:

♦ Expensive cabling – Analog CCTV cameras require Coaxial and sometimes other more complicated cabling schemes that can be expensive and challenging to install.

♦ Limited features – Many of the advanced features now available with IP cameras (for instance: megapixel resolution, digital zoom, and video analytics), aren’t available in analog CCTV models.

Components of a CCTV Video Surveillance System

♦ Digital Video Recorder (DVR)

♦ Cable (Coaxial)

♦ Monitor (Viewing station)

♦ Cameras (Fixed & Pan/Tilt/Zoom – PTZ)

Digital Conversion Effects Image Quality – Analog CCTV systems usually use a DVR for recording/storage. This allows the analog signals to be digitized for recording and delivery over the network.

A DVR solution can be a cost-effective alternative to IP video, and provide users with benefits such as digital storage and remote accessibility. However, there are drawbacks such as a drop-off in image quality.  It’s harder to retain image quality with CCTV because of the various analog-to-digital conversions that take place from the camera to the DVR.

A DVR-based solution can still be a good option for users looking for a lower-cost Video Surveillance system.

ECS is an Authorized Video Surveillance Reseller located in Seattle, WA & Portland, OR.

ECS provides local technicians for on-site work installing and servicing a variety of voice/data equipment, ie; Avaya Aura Servers, Gateways, Voicemail, Telephones, Firewalls, Ethernet Switches, Low Voltage Cabling, CAT5e/CAT6, Fiber, Circuit Extensions, Wireless Networking, Video Surveillance, Point of Sale, Overhead Paging, etc. 

ECS provides services in Washington & Oregon, primarily in the greater Seattle & Portland areas.

Key features of Xima Skills Based Routing and Queued Callback:

♦ Unlimited Supervisor Licenses (Free)

♦ Unlimited Custom Queue Music

♦ Unlimited Custom Queue Messages

♦ Agent Call Control

♦ Queue Call Control

♦ Reserve Agent Queue Callback

♦ Reserve Customer Queue Callback

Xima staff will help you every step of the way with your Skills Based Routing Deployment.

ECS is an Authorized Xima Reseller located in Seattle, WA & Portland, OR.

ECS provides local technicians for on-site work installing and servicing a variety of voice/data equipment, ie; Avaya Aura Servers, Gateways, Voicemail, Telephones, Firewalls, Ethernet Switches, Low Voltage Cabling, CAT5e/CAT6, Fiber, Circuit Extensions, Wireless Networking, Video Surveillance, Point of Sale, Overhead Paging, etc. 

ECS provides services in Washington & Oregon, primarily in the greater Seattle & Portland areas.

Abandoned Call Rate: is more than callers that hang up prior to reaching an agent, it includes calls that were left on hold after being answered. Perhaps, it is a caller that continues to get transferred around from department to department and hangs up while sitting on Park. Understanding your abandoned calls and your abandoned call rate helps you make the necessary changes to improve business and customer satisfaction.

We suggest Chronicall Standard Reports like Abandoned Calls, Group Abandoned Calls, Lost Call Summary and Queue Call Volume to measure your abandoned call rate.

Average Queue Time: is one of the most important key performance indicators for inbound call traffic. It allows you to know if your callers’ wait time is within an acceptable timeframe. With Chronicall Reports, like Queue Call Volume, you can see your customer’s average wait time and how many customers you are losing due to long wait times. You may also consider exploring your agent’s average handle time as this might be the root of what is causing your long wait times.

We suggest Chronicall Standard Reports like Queue Call Volume, Queued Calls by Group or Queue Summary by Group to determine your customer’s queue experience.

Service Level & Forecasting: is your call data broken down into time intervals; such as hour of day, day of the week, etc. Understanding your peak call volumes (inbound and outbound) empowers you to staff appropriately. Correct staffing keeps your service level high and customer wait times low.

We suggest Chronicall Standard Reports like Inbound Call Service Level, Inbound Call Performance, Queue Call Volume and Agent Call Volume to measure and track your company’s call volume and service level.

Emergency Calls: could include calls to 911, your local police department, your internal security staff and more. Chronicall not only allows you to report on this important call information, but can also notify you in real-time via email, SMS text or pop screen notification. Emergency notification ensures any situation is handled in a timely manner and with care.

Cradle to Grave Reporting: ties everything together and allows you to verify the data you are receiving. It helps answer the questions you don’t know the answer to. Such as, where are the calls getting abandoned? Is there a simple process change or training to improve your customer experience and decrease your abandoned rate?

Cradle to Grave Reporting holds all the answers you’ve been looking for. Providing Comprehensive telecom data analytics

Chronicall Standard Reports provide key metrics to improve your phone system and your business. You can enhance your data by including Xima’s add-on modules like Call Recording, Realtime Agents, Skills Based Routing, and Queue Callback.

http://www.ximasoftware.com/

ECS is an Authorized Xima Reseller located in Seattle, WA & Portland, OR.

ECS provides local technicians for on-site work installing and servicing a variety of voice/data equipment, ie; Avaya Aura Servers, Gateways, Voicemail, Telephones, Firewalls, Ethernet Switches, Low Voltage Cabling, CAT5e/CAT6, Fiber, Circuit Extensions, Wireless Networking, Video Surveillance, Point of Sale, Overhead Paging, etc. 

ECS provides services in Washington & Oregon, primarily in the greater Seattle & Portland areas.