Enhance Your Customer’s IP Office Hunt Groups and Queueing with Xima Queue Callback!

Xima Announcement: External Chat and Queue Callback for IP Office Hunt Groups and Voicemail Pro Queueing.

♦ External Chat

♦ Multi-Media Channel

♦ Skills Based Routing for Chat

♦ Agent Desktop

♦ Pre-Defined Canned Responses

♦ Customized Interface

♦ Chat Log and Reporting

♦ Queue Callback (New)

♦ Works with IP Office VM Pro

♦ Works with IP Office Hunt Groups

♦ Holds Customers Place in Queue

♦ Flexible Call Back Options

♦ Detailed Queue Callback Reports

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.

ALWAYS use an Authorized Agent to Purchase Carrier Services

NEVER Order Services Direct from A Carrier/Service Provider

An Authorized Agent is your “UNBIASED” & “OBJECTIVE” Single Point of Contact for Carrier/Telco Related Services.

Here are a few reasons to use An Authorized Agent to order your Telephone Lines/Dial-Tone, Internet Access, Private Networking; ie; MPLS, Point to Point T1, etc.

An Authorized Agent acts as your advocate: Carrier Direct Sales Reps don’t always act in “your” best interests. They are compensated by the amount you spend and continue to spend with their company. Authorized Agents evaluate services from multiple carriers and look for ways to save you money.

An Authorized Agent has experience with multiple providers: Maybe there’s a carrier that’s offering attractive pricing, but you’re unsure about their service. Most likely an agent will already have experience with the lesser known carrier, already has clients using their service, and will be able to provide recommendations.

An Authorized Agent will provide you with independent information:A carrier direct rep is not going to point out any shortcomings in their services/offering or how another carrier may be a better value for a particular service. Authorized Agents represent multiple carriers/providers and are more likely to disclose information in an unbiased & objective manner. An Authorized Agent will match the appropriate services and carrier/service provider for your needs.

With An Authorized Agent, you get more but you don’t pay more: You’re going to pay the same monthly rate whether you order your services through a biased single-option direct carrier representative, or by placing your order through an unbiased & objective authorized agent.  Typically, working with an authorized agent, you will be working with someone who has a lot more experience with both carrier services and hardware.

An Authorized Agent can save you time and free up your staff: Instead of having your staff members meet with multiple reps from multiple carriers/service providers, have your staff work with one unbiased & objective authorized agent that represents multiple providers. An Authorized Agent can identify your existing services, perform audits, analyze the data, and provide informed, unbiased recommendations. Authorized Agents know what questions to ask and what to look for.

ECS is an Authorized Sales Agent for most Voice/Data Carriers in Washington & Oregon.

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.

2K IP Security Camera System with 16 Channel NVR and 8 HD IP Outdoor 3MP Cameras – $929.99

Part # LN10802-168W: This powerful security camera system from Lorex by FLIR is perfect for your business or office building. It features a total of eight (4 bullet and 4 dome) 2K resolution security cameras and a sixteen-channel NR900 Series NVR. Innovative Power-over-Ethernet (PoE) technology provides a straightforward installation, providing a professional-grade security.

Stunning 2K Resolution (Twice that of 1080p): The included security cameras will help you capture the details you need. They are capable of recording double the resolution of 1080p HD thanks to their powerful 3-Megapixel image sensors. With detailed video and smooth on-screen motion, these cameras offer clear identification should an incident ever occur.

HD IP Security Camera Systems: NVR systems include a Network Video Recorder (NVR) and HD digital IP security cameras. This type of technology uses CAT5e ethernet cables. NVR systems feature HD recording, remote viewing, and motion notifications.

Advantages of HD IP NVR Systems

♦ Higher resolutions (2K / 4K) and frame rate

♦ Power-over-Ethernet connectivity powers cameras through the NVR

♦ Up to 32 available channels

♦ Secondary hard drive slot available

Motion detection & other smart monitoring: Lorex security systems come with motion detection as a standard feature. This allows you to stay on top of things happening around your property. You can even customize your NVR to send you email alerts or push notifications of motion events sent to your smartphone or tablet.

Long-range IR night vision: Each security cameras uses cutting-edge infrared (IR) LEDs to provide you with long-range night vision. With night vision ranges up to 130ft (bullet) and 115ft (dome), you can be confident that your security cameras will never leave you in the dark. Your cameras use an integrated infrared cut filter that automatically switches on and off between day and night. This ensures accurate color reproduction during the day and detailed black and white clarity at night.

Full Metal Camera Housings: Built from a solid unibody metal housing, the LNE3162B and LNB3163B allow for durability while still maintaining a lightweight design. The corrosion-resistant aluminum bodies make these cameras perfect for both indoor and outdoor use, protecting them from even the harshest of weather; rain, snow, or hail. Engineered from the same material that is used in construction of airplanes and cars, these Lorex cameras are strong enough to withstand large impacts unlike conventional plastic security cameras.

3TB security grade hard drive: The sixteen-channel NR900 Series NVR contains a massive 3TB security certified hard drive. This type of hard-drive is not your run-of-the-mill household hard drive. It is specially designed for surveillance. It can be in constant use, and can even continue to record while you review footage. You can also easily customize the NVR to set your cameras to record at a lower resolution for improved recording efficiency. Recording only scenes with movement or between scheduled times of the day can also extend hard drive space.

ECS is a Video Surveillance Installation Company located in Seattle, WA & Portland, OR.

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

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

Our Technicians are experienced on a wide range of telecommunications platforms, from low voltage cabling, telephone systems, IP-PBX, etc.

Our Technicians can add a single cable drop for an existing LAN or connect an entire site or multiple locations, CAT5e, CAT6, CAT6A, Fiber Optic, DEMARC Extensions, LAN/WAN installation and MAC/service work.

Our trained Technicians can design, install, certify, and maintain the Low Voltage network that meets your requirements:

♦ Ethernet (CAT5e, CAT6, CAT6A)

♦ Structured Cabling Systems

♦ Fiber Optics

♦ MAC Work

♦ Wireless Networks

♦ Voice, telephone systems, IP-PBX, etc.

Cabling Project Management

We take pride in delivering the most cost-effective service solutions available today.

Our Services include:

♦ Site surveys, detailing the work to be completed before sending a technician to the site.

♦ Project Manager as a single point of contact between customer and our technicians.

♦ Installation of all equipment, cabling and/or software.

♦ Comprehensive daily monitoring of the project.

♦ Planning, scheduling, and tracking of personnel who will interface with the customer.

♦ Ongoing data collection and oversight of the project process, including quality assurance.

♦ On-site training service for new equipment.

♦ Logistics (Transportation, Site Delivery, Packaging and Warehousing).

♦ Warranty Service

We test all cabling for compliance and can certify the integrity of the cable according to current TIA/EIA and BICSI standards.

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.

60% of Callers put on “SILENT” hold Hang Up!

30% of First-Time Callers Who Hang-Up, Do Not Call back!

With your callers waiting on hold, you have their undivided attention. This makes your on-hold into a very powerful marketing tool.

Taking control of your on-hold environment lets you decide what your callers hear. A professional on hold marketing program will engage the listener, effectively shorten the perceived wait time, and allow you the perfect opportunity to connect with callers to share information. The caller can be educated about your organization resulting in a more enhanced and beneficial time for both the caller and you.

From music that appeals to your callers to creatively written advertising messages read by professional voice-over announcers, On-Hold Concepts will show you how to unleash the marketing power of your on-hold.

The Facts:

♦ Callers with SILENCE-ON-HOLD will abandon their calls in less than one minute; 90% hang up within 40 seconds.

♦ Callers with MUSIC-ON-HOLD will stay on the line 30 seconds longer than with only silence.

♦ Callers with INFORMATION-ON-HOLD will stay on the line for up to 3 minutes longer.

The benefits of working with On-Hold Concepts:

♦ Your on-hold service will include all content elements: copywriting, voice talent, music licensing.

♦ Choose the type and genre of music that you feel best represents your organization.

♦ We set-up and maintain your new advertising tool and provide updates of fresh copy and music.

♦ You will be assigned a personal account manager to monitor and do all the work for you.

♦ Professionally voiced and produced on-hold advertising messages reinforce your branding, and present a polished image.

Put your best foot forward from the beginning!

With all of the advertising dollars that you spend to get someone to call, it just makes good sense that they get a great first impression and don’t hang-up.

On-Hold Concepts

www.Woodstockmediagroup.com

800.864.6828

SAVE 50% ON YOUR INITIAL SET-UP AND BE UP AND RUNNING WITHIN 10 BUSINESS DAYS!

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.

Efficient Communication Solutions, Inc. (ECS) is a Licensed, Bonded, & Insured Low Voltage/Structured Cabling contractor for low voltage systems with services including structured cabling, fiber optic systems, wireless transmission systems, VOIP, intercom, overhead paging, video surveillance and more.

The speed and reliability of your network is only as good as the cabling that delivers it and the hardware that connects it.

When you need to install, upgrade or expand your Low Voltage/Structured Cabling network, you should always use a Licensed, Bonded, & Insured low voltage electrical contractor to perform the work required.

Low Voltage/Structured Cabling Installation Services:

• ♦ Data Wiring (CAT5e, CAT6, CAT6A, Fiber Optic)
• ♦ Riser Cabling (Horizontal & Vertical)
• ♦ Demarcation Extensions (CAT5e, CAT6, Analog, DSL, DS3, T-1 & Ethernet)
• ♦ Audio Visual Cabling (SVGA, DVI, & HDMI)
• ♦ Paging Systems (Ceiling Speakers, Paging Horns, Amplifiers, etc.)
• ♦ Voice Grade cabling for Legacy PBX
• ♦ Voice Over Internet Protocol (VoIP)
• ♦ Restoration (including testing, documentation, and termination)
• ♦ Port activation/patching
• ♦ Technology infrastructure upgrades
• ♦ Infrastructure audits and certification
• ♦ Documentation services
• ♦ Wireless LAN
• ♦ As-built documentation and certified testing

Hiring a Licensed, Bonded, & Insured Low Voltage/Structured Cabling contractor authorized by the city, county, & state will ensure that you are receiving the best quality workmanship and will pass the required inspections.

ECS is a Licensed, Bonded, & Insured Low Voltage/Structured Cabling Vendor 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.

Supervisor: After successful log-in the Supervisor will be shown the Supervisor Home screen by default. This screen will show the pre-configured system wide statistics. (The system wide statistics shown in Supervisor and Agent Home screens will be the same and cannot be changed in this release as noted earlier)

Supervisor Historical Reporting: The supervisor can generate various Reports by selecting the Reporting option on the Report menu.

Under the Choose Report Section, there will be a list of predefined templates for the following types of reports:

♦ Call Summary Report by Agent

♦ Call Summary Report by Hunt Group

♦ Call Summary Report By CLI

♦ Call Detail Report by Hunt Group

♦ Call Detail Report by Agents

♦ Call Detail Report by CLI

♦ Call Summary Report by Time bucket

♦ Agent Summary Report

Report Viewing: The View Tab will not be enabled until a generated Report for the selected template is available. Once the report has been generated it will be shown under the Template name. The report name will have the criteria and generation time. Clicking on the View Tab will show the report in PDF format. There will be option download and print the report from the report. (NOTE: it is not possible to customize, schedule or export reports in this version of software)

Supervisor Real Time Reporting: The supervisor can view real time system status by selecting the Realtime information option on the Report menu.

The supervisor can monitor Hunt Groups or agents as required.

The Groups tab displays a listing of all monitoring groups for the supervisor, along with some pre-configured statistics for each group. (NOTE: those statistics cannot be customized in this release) As well as the hunt group name, information is displayed for Abandoned Call Monitor, Abandoned Calls, Average Wait Time and a red/green status strip indicating agent.

The supervisor can click on a specific Hunt Group for more detailed information, which includes individual agent information in addition to the group level statistics.

The Agents tab shows a listing of all agents for the supervisor, including Agent Name, extension, hunt group membership, logged in and break status.

The supervisor can click on an individual agent for more details.

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.

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.