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IP FORUM is an IP-based software-only system running on MS Windows server (one or several servers are empolyed depending on the load).
IP FORUM does not require any special hardware (DSP boards, etc) to operate, except for the support of high-quality video end points when a dedicated third-party video conference server is required. For audio-only and desktop quality voice-activated video endpoints IP FORUM provides its own software mixer.
IP FORUM itself is not a PBX and requires a telephone system running. Integration with a telephony switch is made via standard SIP or H.323 trunks.
IP FORUM does not provide any special endpoints for users. Any endpoint reachable by a telephony switch is supported, from plain old telephones and mobile phones to IP video terminals. Users of Cisco IP phones enjoy a service that provides a list of conference participants and some conference conrtols on the screen of their phone.
Console (dashboard) is a "thick client" running on a Windows PC and optimized for usage with a touch screen.
ACTS consists of a core and connectors.
The core of ACTS carries out data processing and presentation. It has an MS SQL database to store information and a web server that provide system operators with their consoles.
There are three main types of modules (connectors) that can be integrated into the system: HR connector, PBX connector and Service connector.
HR connector is an interface to customer’s HR management system. Via HR connector ACTS becomes aware of the organizational structure and receives information about personnel changes and movements (hires, discharges, transfers, leaves of absence, name changes, etc.) . This information comes in the form of cases (events) which either processed by ACTS automatically or presented to an operator if a human intervention is suggested by a nature of the case.
HR connector is usually customized/developed for a specific deployment because HR systems, their architecture, interfaces, methods of data access greatly vary among customers.
PBX connector comes to play when operator has processed the case. What PBX connector does is that it translates “common language” terms of operator’s console into specific configuration parameters of a specific PBX and then it connects to the PBX (i.e. CUCM) and configures it. What may seem to an operator as one simple action may in fact appear a series of unconnected configurations applied to different parts of the telephony system. For example, it is the case when a new user is registered in a Cisco IPT solution. PBX connector also takes care of geographical distribution by choosing a configuration solution which is appropriate for a specific site. PBX connector is also responsible for retrieving call details records (CDR) from a PBX. CDRs are fed into the call accounting subsystem. Having the ability to configure PBX in response to certain events makes ACTS more powerful than just a call accounting system. ACTS features PBX connectors for Cisco CallManager / UCM versions 4.1 through 8.6.
Service connector is a type of ACTS module which is used to receive data about expenses incurred from a certain paid service. The nature of such a service does not matter, it is only required that the service be able to provide billed usage records in the form of data than can be automatically parsed. The common example of such a service is use of mobile phones by employees when a mobile operator provides call details and charges in XML format. Another example may be use of Internet when it is accountable and can be traced to an individual.
The architecture of ACTS provides for several PBX or service connectors functioning in the system, each in charge of a type of PBX or service it has been developed for.ACTS runs on Microsoft Windows 2003/2008 server with MS SQL 2005 database.
AMT CAMPAIGN MANAGER allows you to:
- Accelerate and simplify the process of creating and launching campaigns
- Improve efficiency of task management for outbound dialing, reduce manual work
- Increase flexibility of outbound dialing
- Reduce number of unsuccessful call attempts
- Increase efficiency of contact center operators (improve Right Party Contacts)
- Collect statistical data about campaigns
- Database: MS SQL 2012 R2 Enterprise and above
- Platform Java: Oracle Java SE 6 and above
- Contact center: UCCE, Cisco ICM v.8.0 and above
- Integration with Microsoft Active Directory