Promero's Headquarters building
A Leading Provider of Oracle's Contact Center Anywhere and CRM Software
Improving Contact Center Service and Performance
Sales: 888.204.0822 Main: 954.935.8800
 
Oracle contact center anywhere - try before you buy offer
 Call Center Software
Features
  • Contact Center Anywhere 2008 Overview
  • Overview - Call Center Software Features
  • VoiP Voice Over IP
  • Predictive Dialer
  • Web Callback
  • IPLC, MPLS, VPN
  • IVR - Interactive Voice Response
  • ACD & Skills Based Routing
  • CTI - Computer Telephony Integration
  • H.323 or SIP
  • Call Blending
  • CRM Integration
  • Remote Supervision
  • Virtual Call Routing
  • Work from Home
  • Web Collaboration
  • Do-Not-Call FTC Compliance

    • Benefits
  • Overview - Call Center Software Benefits
  • On-Demand Virtual Call Center
  • Hosted or On Premise Virtual Call Center
  • Improved Customer Satisfaction
  • Improved Sales
  • Increase Revenues
  • Reduced Customer Contact Costs
  • Scalable Virtual Call Center
  • Improved Team Communications
  • Increased Management Awareness

    • Articles
  • Intelligent Call Center Paper - Gartner
  • Revolutionizing the Hosted Call Center Industry - Frost & Sullivan
  • Proactive Contact Center - 7 simple steps
    		•
     Call Center Software
     Services
    Oracle Accelerate Solution SOW
    Contact Center Anywhere v8 & Siebel CRM v7.2.2.8 Virtual CTI Integration
    Oracle Accelerate Solution Overview

    Promero is pleased to provide an Accelerate Solutions proposal for Oracle Contact Center Anywhere On Premise implementation and Siebel CRM Virtual CTI Integration Statement of Work [SOW]. This SOW provides a comprehensive implementation and training plan, as well as a firm price quote based upon our standard implementation. The plan has a clear division of responsibility between Promero and Customer Resources. Promero would be pleased to modify the scope of work or division of responsibilities at the customer?s request.


      Statement of Work includes

    • A Summary of Responsibilities for the customer and Promero
    • Summary Project Plan for Standard Deployment for 25 Users as the minimum


      •  o 25 User deployment:
       39.13 manpower-days [53 calendar days]
       o 50 User deployment:
       42.13 manpower-days [55 calendar days]
       o 100 User deployment:
       46.13 manpower-days [59 calendar days]

    • Geographic region: North America
    • Detailed Project Plan for Standard Deployment
    • Travel and Lodging: A total of 2 weeks of on-site work for Standard deployment [25 User] at customer premise is planned. Other Promero scope of work will be completed remotely.
    • Contact Center Anywhere Architectural Zone Overview
    • Application Server, OS, Database, Telephone Compatibility
    • Contact Center Anywhere Hardware Components
    • Contact Center Anywhere Training: Administrator, Supervisor, Agent remote training via WebEx. Training Index with training directory is included for review
    • Post Deployment Support: 30 days of offsite technical support via email, telephone or online chat
    • Industry Best Practices and Business Flows Overview
    • Fixed Scope and Fixed Price is described
    • Additional on site resources can be made available by Promero; however, additional Travel & Living expenses would apply
    • Non US deployments available upon request.
  • Summary of Responsibilities
    •

    Customer Responsibility:

    The customer responsibility is described in the Detailed Project Plan. The customer?s Primary Owners of responsibilities are identified as Customer Executive and Customer Engineer. The customer must review the Detailed Project Plan and assign an internal IT resource(s) that has excellent knowledge of the customer?s network architecture, operating system, database, data circuits, telecommunication circuits and firewall configurations. The resource must review, acknowledge and confirm compliance with the sections of this document, specifically:

    • Zone Overview: Confirm that the customer has met the minimum requirements related to network architecture as described in section: Contact Center Anywhere Architectural Zone Overview
    • Compatibility Requirements: Confirm that the customer has met the minimum requirements related to system compatibility as described in section: Application Server, Operating System, Database, Telephony Compatibility
    • Minimum Hardware and Software Requirements: Confirm that the customer has met the minimum hardware and software requirements as described in section: Contact Center Anywhere Hardware Requirements.
    • Time Requirement: Confirm that the IT resource or resources has allocated the required time to complete the tasks as described in section: Detail Project Plan as noted as Primary Owner for the ?Customer Engineer?.
    • Training Requirement: Confirm and identify the IT resource that will be trained by Promero and is responsible for Network Administrative functions related to the technical aspects of Contact Center Anywhere. Confirm and identify the ?Trainer? that will be trained by Promero and is responsible for training the Supervisor and the Agents related to the user application aspects of Contact Center Anywhere. Within the scope of the Project Plan, the training is completed over 5 days. The full version training materials will be distributed to the resources in advance. Prior to training, the resources confirm that they have reviewed the training material as described in section: Contact Center Anywhere Training
    Promero Responsibility:
    Promero?s responsibility is described in the Detailed Project Plan. Promero?s Primary Owners of responsibilities are identified as Promero Sales, Promero PM, Promero Engineer 1, Promero Engineer 2, and Promero Trainer.

  • Summary Project Plan: Standard 25 User Deployment
    •


    For illustration purposes only

    ID Task Name Duration Sample Start Date Sample End Date

    1

    Contact Center Anywhere Deployment

    39.13 days

    7/28/2008 8:00

    9/19/2008 9:00

    2

    Initiation

    4 days

    7/28/2008 8:00

    7/31/2008 17:00

    8

    Design

    2.69 days

    8/1/2008 8:00

    8/5/2008 14:30

    9

    Agent design

    2.69 days

    8/1/2008 8:00

    8/5/2008 14:30

    17

    Campaign Design

    1.5 days

    8/1/2008 8:00

    8/4/2008 12:00

    27

    Network Design

    1.63 days

    8/1/2008 8:00

    8/4/2008 14:00

    35

    Provisioning

    5.13 days

    8/5/2008 14:30

    8/12/2008 15:30

    104

    CCA Back end Setup

    4.73 days

    8/12/2008 15:30

    8/19/2008 13:20

    105

    Database

    1.85 days

    8/12/2008 15:30

    8/14/2008 14:20

    123

    Install Web server software (BEA)

    0.15 days

    8/14/2008 14:20

    8/14/2008 15:30

    128

    Install Application Servers

    0.06 days

    8/14/2008 14:20

    8/14/2008 14:50

    135

    Install Soft Switch Servers

    0.38 days

    8/14/2008 14:20

    8/15/2008 8:20

    148

    Install Recording Server

    1.06 days

    8/14/2008 14:20

    8/15/2008 14:50

    159

    Configure Media Gateways

    1.13 days

    8/15/2008 8:20

    8/18/2008 9:20

    166

    CCA Network

    1.38 days

    8/18/2008 9:20

    8/19/2008 13:20

    183

    Testing

    4.04 days

    8/18/2008 13:20

    8/22/2008 13:40

    194

    Deployment

    1 day

    8/22/2008 13:40

    8/25/2008 13:40

    197

    Training

    9 days

    8/22/2008 14:00

    9/4/2008 14:00

    208

    Launch

    5.5 days

    9/4/2008 14:00

    9/12/2008 9:00

    214

    Post Launch

    5 days

    9/12/2008 9:00

    9/19/2008 9:00

     

  • Detail Project Plan: Standard 25 User Deployment
    •

    For illustration purposes only

    ID Task Name Duration Sample Start Date Sample End Date Resource Name [Primary Owner]

    1

    Contact Center Anywhere Deployment

    39.13 days

    7/28/2008 8:00

    9/19/2008 9:00

     

    2

    Initiation

    4 days

    7/28/2008 8:00

    7/31/2008 17:00

     

    3

    Agreement sent

    1 day

    7/28/2008 8:00

    7/28/2008 17:00

    Promero Sales

    4

    Agreement signed and returned

    1 day

    7/29/2008 8:00

    7/29/2008 17:00

    Customer Executive

    5

    Finances Agreed and Remunerations Made

    1 day

    7/30/2008 8:00

    7/30/2008 17:00

    Customer Executive

    6

    Kick off call

    0.2 days

    7/30/2008 8:00

    7/30/2008 9:36

    Promero PM, Promero Engineer 1, Promero Engineer 2, Customer Engineer, Customer Executive

    7

    Project plan finalized

    2 days

    7/30/2008 8:00

    7/31/2008 17:00

    Promero PM

    8

    Design

    2.69 days

    8/1/2008 8:00

    8/5/2008 14:30

     

    9

    Agent design

    2.69 days

    8/1/2008 8:00

    8/5/2008 14:30

     

    10

    Define list of users

    1 day

    8/1/2008 8:00

    8/1/2008 17:00

    Customer Engineer

    11

    Determine permissions (agent, supervisor,

    1 hr

    8/4/2008 8:00

    8/4/2008 9:00

    Customer Engineer

    12

    Determine password policy

    0.5 hrs

    8/4/2008 9:00

    8/4/2008 9:30

    Customer Engineer, Promero Engineer 1

    13

    Determine agent configuration requirements

    1 hr

    8/4/2008 9:30

    8/4/2008 10:30

    Customer Engineer

    14

    Determine initial extensions

    2 hrs

    8/4/2008 10:30

    8/4/2008 13:30

    Promero Engineer 1, Customer Engineer

    15

    Determine method for voicemail/email delivery

    1 hr

    8/4/2008 13:30

    8/4/2008 14:30

    Customer Engineer

    16

    Checkpoint

    1 day

    8/4/2008 14:30

    8/5/2008 14:30

     

    17

    Campaign Design

    1.5 days

    8/1/2008 8:00

    8/4/2008 12:00

     

    18

    Define list of projects

    3 hrs

    8/1/2008 8:00

    8/1/2008 11:00

    Customer Engineer

    19

    Define Workgroups with members

    2 hrs

    8/1/2008 8:00

    8/1/2008 10:00

    Customer Engineer

    20

    Define Scripts/FAQ URLs

    1 hr

    8/1/2008 10:00

    8/1/2008 11:00

    Customer Engineer

    21

    Define Outcomes

    1 hr

    8/1/2008 11:00

    8/1/2008 12:00

    Customer Engineer

    22

    Define call flow for Project Menus

    2 hrs

    8/1/2008 11:00

    8/1/2008 14:00

    Customer Engineer, Promero Engineer 1

    23

    Define scripts for IVR

    1 hr

    8/1/2008 11:00

    8/1/2008 12:00

    Customer Engineer

    24

    Record IVR prompts

    1 day

    8/1/2008 11:00

    8/4/2008 11:00

    Customer Engineer

    25

    Determine DID/Inbound numbers

    1 hr

    8/1/2008 11:00

    8/1/2008 12:00

    Customer Engineer

    26

    Checkpoint

    1 day

    8/1/2008 13:00

    8/4/2008 12:00

     

    27

    Network Design

    1.63 days

    8/1/2008 8:00

    8/4/2008 14:00

     

    28

    Identify network segments

    1 hr

    8/1/2008 8:00

    8/1/2008 9:00

    Customer Engineer, Promero Engineer 1,

    29

    Design network infrastructure

    3 hrs

    8/1/2008 9:00

    8/1/2008 12:00

    Customer Engineer

    30

    Determine network architecture

    2 hrs

    8/1/2008 9:00

    8/1/2008 11:00

    Customer Engineer

    31

    Model growth needs

    1 hr

    8/1/2008 11:00

    8/1/2008 12:00

    Customer Engineer, Promero Engineer 1

    32

    Verify WAN capacities

    1 hr

    8/1/2008 13:00

    8/1/2008 14:00

    Customer Engineer

    33

    Verify WAN redundancy

    1 hr

    8/1/2008 13:00

    8/1/2008 14:00

    Customer Engineer

    34

    Checkpoint

    1 day

    8/1/2008 14:00

    8/4/2008 14:00

     

    35

    Provisioning

    5.13 days

    8/5/2008 14:30

    8/12/2008 15:30

     

    36

    Order equipment

    1 hr

    8/5/2008 14:30

    8/5/2008 15:30

    Customer Engineer

    37

    Equipment shipped

    2 days

    8/5/2008 15:30

    8/7/2008 15:30

     

    38

    Equipment Delivered

    3 days

    8/7/2008 15:30

    8/12/2008 15:30

     

    39

    Order DB software

    0.5 hrs

    8/5/2008 14:30

    8/5/2008 15:00

    Customer Engineer, Promero Engineer 1

    40

    Order Web server Software (BEA)

    0.5 hrs

    8/5/2008 14:30

    8/5/2008 15:00

    Customer Engineer, Promero Engineer 1

    41

    Order mail software

    1 hr

    8/5/2008 14:30

    8/5/2008 15:30

    Customer Engineer

    42

    NOC Site

    2.38 days

    8/5/2008 14:30

    8/8/2008 8:30

     

    43

    Computer room preparation

    1 day

    8/5/2008 14:30

    8/6/2008 14:30

    Customer Engineer

    44

    Power

    0.75 days

    8/5/2008 14:30

    8/6/2008 11:30

     

    45

    Verify Power needs

    1 hr

    8/5/2008 14:30

    8/5/2008 15:30

    Customer Engineer

    46

    Add Breakers as needed

    2 hrs

    8/5/2008 15:30

    8/6/2008 8:30

    Customer Engineer

    47

    Add receptacles as needed

    2 hrs

    8/6/2008 8:30

    8/6/2008 10:30

    Customer Engineer

    48

    Add power strips as needed

    1 hr

    8/6/2008 10:30

    8/6/2008 11:30

    Customer Engineer

    49

    AC

    2.38 days

    8/5/2008 14:30

    8/8/2008 8:30

     

    50

    Verify Heat dissipation/cooling capacity

    1 hr

    8/5/2008 14:30

    8/5/2008 15:30

    Customer Engineer

    51

    Modify AC capacity if needed

    2 days

    8/5/2008 15:30

    8/7/2008 15:30

    Customer Engineer

    52

    Modify AC venting and Exhaust if needed

    2 days

    8/5/2008 15:30

    8/7/2008 15:30

    Customer Engineer

    53

    Install heat alarm as needed

    1 hr

    8/7/2008 15:30

    8/7/2008 16:30

    Customer Engineer

    54

    Verify remote alerting of heat alarm

    1 hr

    8/7/2008 16:30

    8/8/2008 8:30

    Customer Engineer

    55

    TELCO

    1 day

    8/5/2008 14:30

    8/6/2008 14:30

     

    56

    Circuits ordered from carrier

    1 hr

    8/5/2008 14:30

    8/5/2008 15:30

    Customer Engineer

    57

    TELCO install

    0.5 days

    8/5/2008 15:30

    8/6/2008 10:30

    Customer Engineer

    58

    MUX install

    2 hrs

    8/6/2008 10:30

    8/6/2008 13:30

    Customer Engineer, Promero Engineer 1,

    59

    Patch Panel to Mux install

    1 hr

    8/6/2008 13:30

    8/6/2008 14:30

    Customer Engineer, Promero Engineer 1,

    60

    Equipment Prep

    0.75 days

    8/5/2008 14:30

    8/6/2008 11:30

     

    61

    Inventory equipment received

    0.5 days

    8/5/2008 14:30

    8/6/2008 9:30

    Customer Engineer,Promero Engineer 1

    62

    Power cords

    20 mins

    8/6/2008 9:30

    8/6/2008 9:50

    Customer Engineer

    63

    Rails

    1 hr

    8/6/2008 9:30

    8/6/2008 10:30

    Customer Engineer

    64

    Bezels

    20 mins

    8/6/2008 9:50

    8/6/2008 10:10

    Customer Engineer

    65

    Verify equipment profiles

    0.13 days

    8/6/2008 9:30

    8/6/2008 10:30

     

    66

    Correct drives

    1 hr

    8/6/2008 9:30

    8/6/2008 10:30

    Customer Engineer, Promero Engineer 1

    67

    Correct NICs

    1 hr

    8/6/2008 9:30

    8/6/2008 10:30

    Customer Engineer, Promero Engineer 1

    68

    Correct OS

    1 hr

    8/6/2008 9:30

    8/6/2008 10:30

    Customer Engineer, Promero Engineer 1

    69

    Correct RAM

    20 mins

    8/6/2008 9:30

    8/6/2008 9:50

    Customer Engineer, Promero Engineer 1

    70

    Correct wire management

    1 hr

    8/6/2008 9:30

    8/6/2008 10:30

    Customer Engineer

    71

    Mount server rails

    1 hr

    8/6/2008 10:30

    8/6/2008 11:30

    Customer Engineer

    72

    Cabinets

    1.79 days

    8/5/2008 14:30

    8/7/2008 11:50

     

    73

    Verify Equipment Cabinet capacity

    1 day

    8/5/2008 14:30

    8/6/2008 14:30

    Customer Engineer

    74

    Order cabinet parts if needed

    20 mins

    8/6/2008 14:30

    8/6/2008 14:50

    Customer Engineer

    75

    Assemble cabinets

    2 hrs

    8/6/2008 14:50

    8/6/2008 16:50

    Customer Engineer

    76

    Install Cabinets

    1 hr

    8/6/2008 16:50

    8/7/2008 8:50

    Customer Engineer

    77

    Rack all server equipment

    3 hrs

    8/7/2008 8:50

    8/7/2008 11:50

    Customer Engineer

    78

    Rack VoIP Gateway(s)

    20 mins

    8/7/2008 8:50

    8/7/2008 9:10

    Customer Engineer

    79

    Rack switches

    20 mins

    8/7/2008 8:50

    8/7/2008 9:10

    Customer Engineer

    80

    Rack routers

    20 mins

    8/7/2008 8:50

    8/7/2008 9:10

    Customer Engineer

    81

    Server Base Configurations

    0.63 days

    8/6/2008 10:30

    8/6/2008 16:30

     

    82

    Power up servers/verify OS

    1 hr

    8/6/2008 10:30

    8/6/2008 11:30

    Customer Engineer

    83

    Install all service packs and updates

    0.5 days

    8/6/2008 11:30

    8/6/2008 16:30

    Customer Engineer

    84

    Configure OS and profile of servers

    1 hr

    8/6/2008 11:30

    8/6/2008 13:30

    Customer Engineer

    85

    Confirm version and build to be deployed

    20 mins

    8/6/2008 11:30

    8/6/2008 11:50

    Customer Engineer, Promero Engineer 1

    86

    Obtain media

    20 mins

    8/6/2008 11:30

    8/6/2008 11:50

    Customer Engineer

    87

    Network configuration

    1.84 days

    8/5/2008 14:30

    8/7/2008 13:15

     

    88

    Switches

    1.84 days

    8/5/2008 14:30

    8/7/2008 13:15

     

    89

    Power up LAN equipment

    5 mins

    8/7/2008 9:10

    8/7/2008 9:15

    Customer Engineer

    90

    Verify network segmentation

    1 hr

    8/5/2008 14:30

    8/5/2008 15:30

    Customer Engineer, Promero Engineer 1,

    91

    Verify all Switches configured

    1 hr

    8/7/2008 9:15

    8/7/2008 10:15

    Customer Engineer, Promero Engineer 1

    92

    Configure NIC's

    1 hr

    8/7/2008 10:15

    8/7/2008 11:15

    Customer Engineer

    93

    Verify all switch port speeds match NICs

    1 hr

    8/7/2008 11:15

    8/7/2008 13:15

    Customer Engineer

    94

    Routers

    0.25 days

    8/7/2008 9:10

    8/7/2008 11:10

     

    95

    Configure Router(s)

    1 hr

    8/7/2008 9:10

    8/7/2008 10:10

    Customer Engineer

    96

    Test router fail over

    1 hr

    8/7/2008 10:10

    8/7/2008 11:10

    Customer Engineer

    97

    Firewall

    0.17 days

    8/5/2008 14:30

    8/5/2008 15:50

     

    98

    Rules identified

    1 hr

    8/5/2008 14:30

    8/5/2008 15:30

    Customer Engineer, Promero Engineer 1,

    99

    Configure Firewall

    20 mins

    8/5/2008 15:30

    8/5/2008 15:50

    Customer Engineer

    100

    Gateways

    0.1 days

    8/5/2008 14:30

    8/5/2008 15:20

     

    101

    Confirm protocols

    20 mins

    8/5/2008 14:30

    8/5/2008 14:50

    Customer Engineer, Promero Engineer 1,

    102

    Install Media Gateway

    30 mins

    8/5/2008 14:50

    8/5/2008 15:20

    Customer Engineer, Promero Engineer 1

    103

    Checkpoint

    1 day

    8/7/2008 13:15

    8/8/2008 13:15

     

    104

    CCA Back end Setup

    4.73 days

    8/12/2008 15:30

    8/19/2008 13:20

     

    105

    Database

    1.85 days

    8/12/2008 15:30

    8/14/2008 14:20

     

    106

    Install Java

    10 mins

    8/12/2008 15:30

    8/12/2008 15:40

    Customer Engineer, Promero Engineer 1

    107

    Install DB

    0.67 hrs

    8/12/2008 15:40

    8/12/2008 16:20

    Customer Engineer, Promero Engineer 1

    108

    Set DB properties

    20 mins

    8/12/2008 16:20

    8/12/2008 16:40

    Customer Engineer, Promero Engineer 1

    109

    Modify High memory settings

    20 mins

    8/12/2008 16:20

    8/12/2008 16:40

    Customer Engineer, Promero Engineer 1

    110

    SP configure memory usage

    30 mins

    8/12/2008 16:20

    8/12/2008 16:50

    Customer Engineer, Promero Engineer 1

    111

    Verify access

    20 mins

    8/12/2008 16:20

    8/12/2008 16:40

    Customer Engineer, Promero Engineer 1

    112

    Create DB users as needed

    20 mins

    8/12/2008 16:20

    8/12/2008 16:40

    Customer Engineer, Promero Engineer 1

    113

    Create Maintenance plan

    30 mins

    8/12/2008 16:20

    8/12/2008 16:50

    Customer Engineer, Promero Engineer 1

    114

    Modify views

    1 hr

    8/12/2008 16:20

    8/13/2008 8:20

    Customer Engineer, Promero Engineer 1

    115

    Modify indexes

    1 hr

    8/12/2008 16:20

    8/13/2008 8:20

    Customer Engineer, Promero Engineer 1

    116

    Identify custom tables

    1 hr

    8/12/2008 16:20

    8/13/2008 8:20

    Customer Engineer, Promero Engineer 1

    117

    Identify any table modifications needed

    1 hr

    8/12/2008 16:20

    8/13/2008 8:20

    Customer Engineer, Promero Engineer 1

    118

    Identify and triggers needed

    1 hr

    8/12/2008 16:20

    8/13/2008 8:20

    Customer Engineer, Promero Engineer 1

    119

    Test backup

    1 hr

    8/13/2008 8:20

    8/13/2008 9:20

    Customer Engineer, Promero Engineer 1

    120

    Test restore

    1 hr

    8/13/2008 9:20

    8/13/2008 10:20

    Customer Engineer, Promero Engineer 1

    121

    Modify process as needed

    3 hrs

    8/13/2008 10:20

    8/13/2008 14:20

    Customer Engineer, Promero Engineer 1

    122

    Checkpoint

    1 day

    8/13/2008 14:20

    8/14/2008 14:20

    Customer Engineer, Promero Engineer 1

    123

    Install Web server software (BEA)

    0.15 days

    8/14/2008 14:20

    8/14/2008 15:30

    Customer Engineer, Promero Engineer 1

    124

    Identify directory structures

    30 mins

    8/14/2008 14:20

    8/14/2008 14:50

    Customer Engineer, Promero Engineer 1

    125

    Identify logging needs

    15 mins

    8/14/2008 14:50

    8/14/2008 15:05

    Customer Engineer

    126

    Identify logging archive as needed

    15 mins

    8/14/2008 14:50

    8/14/2008 15:05

    Customer Engineer

    127

    Deploy application

    0.67 hrs

    8/14/2008 14:50

    8/14/2008 15:30

    Customer Engineer, Promero Engineer 1, Promero Engineer 2

    128

    Install Application Servers

    0.06 days

    8/14/2008 14:20

    8/14/2008 14:50

     

    129

    Set up directories

    30 mins

    8/14/2008 14:20

    8/14/2008 14:50

    Customer Engineer, Promero Engineer 1

    130

    Set up DSN's

    10 mins

    8/14/2008 14:20

    8/14/2008 14:30

    Customer Engineer, Promero Engineer 1

    131

    Test DSN's

    5 mins

    8/14/2008 14:30

    8/14/2008 14:35

    Customer Engineer, Promero Engineer 1

    132

    Install software

    30 mins

    8/14/2008 14:20

    8/14/2008 14:50

    Customer Engineer, Promero Engineer 1

    133

    Identify logging needs

    5 mins

    8/14/2008 14:20

    8/14/2008 14:25

    Customer Engineer

    134

    Identify logging archive as needed

    5 mins

    8/14/2008 14:25

    8/14/2008 14:30

    Customer Engineer

    135

    Install Soft Switch Servers

    0.38 days

    8/14/2008 14:20

    8/15/2008 8:20

     

    136

    Install TCP/IP Bus

    20 mins

    8/14/2008 14:20

    8/14/2008 14:40

    Customer Engineer, Promero Engineer 1

    137

    Install Conference resource

    20 mins

    8/14/2008 14:20

    8/14/2008 14:40

    Customer Engineer, Promero Engineer 1

    138

    Set up DSN's

    10 mins

    8/14/2008 14:20

    8/14/2008 14:30

    Customer Engineer, Promero Engineer 1

    139

    Test DSN's

    5 mins

    8/14/2008 14:30

    8/14/2008 14:35

    Customer Engineer, Promero Engineer 1

    140

    Install software

    40 mins

    8/14/2008 14:20

    8/14/2008 15:00

    Customer Engineer, Promero Engineer 1

    141

    Start bus

    2 mins

    8/14/2008 14:20

    8/14/2008 14:22

    Customer Engineer, Promero Engineer 1

    142

    Set up TELCO interface protocols

    1 hr

    8/14/2008 14:20

    8/14/2008 15:20

    Customer Engineer, Promero Engineer 1

    143

    Identify TELCO parameter file settings

    1 hr

    8/14/2008 15:20

    8/14/2008 16:20

    Customer Engineer, Promero Engineer 1

    144

    Set up local patterns

    1 hr

    8/14/2008 15:20

    8/14/2008 16:20

    Customer Engineer, Promero Engineer 1

    145

    Set up dialing plans

    1 hr

    8/14/2008 16:20

    8/15/2008 8:20

    Customer Engineer, Promero Engineer 1

    146

    Identify Logging needs

    10 mins

    8/14/2008 14:20

    8/14/2008 14:30

    Customer Engineer

    147

    Identify logging archive as needed

    10 mins

    8/14/2008 14:30

    8/14/2008 14:40

    Customer Engineer

    148

    Install Recording Server

    1.06 days

    8/14/2008 14:20

    8/15/2008 14:50

     

    149

    Verify array configurations

    10 mins

    8/14/2008 14:20

    8/14/2008 14:30

    Customer Engineer, Promero Engineer 1

    150

    Identify DVD needs

    10 mins

    8/14/2008 14:30

    8/14/2008 14:40

    Customer Engineer

    151

    Identify if any directory tweaks are needed

    15 mins

    8/14/2008 14:30

    8/14/2008 14:45

    Customer Engineer, Promero Engineer 1

    152

    Identify archival needs

    5 mins

    8/14/2008 14:30

    8/14/2008 14:35

    Customer Engineer, Promero Engineer 1

    153

    Identify archival process

    5 mins

    8/14/2008 14:35

    8/14/2008 14:40

    Customer Engineer, Promero Engineer 1

    154

    Install Software

    30 mins

    8/14/2008 14:20

    8/14/2008 14:50

    Customer Engineer, Promero Engineer 1

    155

    Install TCP/IP bus

    10 mins

    8/14/2008 14:30

    8/14/2008 14:40

    Customer Engineer, Promero Engineer 1

    156

    Identify Logging needs

    10 mins

    8/14/2008 14:30

    8/14/2008 14:40

    Customer Engineer

    157

    Identify logging archive as needed

    10 mins

    8/14/2008 14:40

    8/14/2008 14:50

    Customer Engineer

    158

    Checkpoint

    1 day

    8/14/2008 14:50

    8/15/2008 14:50

     

    159

    Configure Media Gateways

    1.13 days

    8/15/2008 8:20

    8/18/2008 9:20

     

    160

    set up interfaces

    30 mins

    8/15/2008 8:20

    8/15/2008 8:50

    Customer Engineer, Promero Engineer 1

    161

    Set up routing

    2 hrs

    8/15/2008 8:20

    8/15/2008 10:20

    Customer Engineer, Promero Engineer 1

    162

    Set up codec's

    20 mins

    8/15/2008 8:20

    8/15/2008 8:40

    Customer Engineer, Promero Engineer 1

    163

    Identify Call Delivery rules

    1 hr

    8/15/2008 8:20

    8/15/2008 9:20

    Customer Engineer, Promero Engineer 1

    164

    Make physical connections to any existing equipment

    1 hr

    8/15/2008 8:20

    8/15/2008 9:20

    Customer Engineer, Promero Engineer 1

    165

    Checkpoint

    1 day

    8/15/2008 9:20

    8/18/2008 9:20

     

    166

    CCA Network

    1.38 days

    8/18/2008 9:20

    8/19/2008 13:20

     

    167

    Set up company resources

    1 hr

    8/18/2008 9:20

    8/18/2008 10:20

    Customer Engineer, Promero Engineer 1

    168

    Setup SMTP server and group

    10 mins

    8/18/2008 10:20

    8/18/2008 10:30

    Customer Engineer, Promero Engineer 1

    169

    Setup Storage POP3

    10 mins

    8/18/2008 10:20

    8/18/2008 10:30

    Customer Engineer, Promero Engineer 1

    170

    Start TCP/IP busses

    2 mins

    8/18/2008 10:20

    8/18/2008 10:22

    Customer Engineer, Promero Engineer 1

    171

    Start company Resources

    15 mins

    8/18/2008 10:22

    8/18/2008 10:37

    Customer Engineer, Promero Engineer 1

    172

    Start Web sites

    15 mins

    8/18/2008 10:20

    8/18/2008 10:35

    Customer Engineer, Promero Engineer 1

    173

    Connect TELCO

    1 hr

    8/18/2008 10:37

    8/18/2008 11:37

    Customer Engineer, Promero Engineer 1

    174

    Test TELCO

    0.67 hrs

    8/18/2008 11:37

    8/18/2008 13:17

    Customer Engineer, Promero Engineer 1

    175

    Create Agents

    1 hr

    8/18/2008 10:20

    8/18/2008 11:20

    Customer Engineer

    176

    Create workgroups

    1 hr

    8/18/2008 10:20

    8/18/2008 11:20

    Customer Engineer

    177

    Create URLs

    10 mins

    8/18/2008 10:20

    8/18/2008 10:30

    Customer Engineer

    178

    Create Company Prompts

    10 mins

    8/18/2008 10:20

    8/18/2008 10:30

    Customer Engineer

    179

    Create Project Menus

    1 hr

    8/18/2008 10:20

    8/18/2008 11:20

    Customer Engineer

    180

    Create Outcomes

    10 mins

    8/18/2008 10:20

    8/18/2008 10:30

    Customer Engineer

    181

    Create Projects

    2 hrs

    8/18/2008 10:20

    8/18/2008 13:20

    Customer Engineer

    182

    Checkpoint

    1 day

    8/18/2008 13:20

    8/19/2008 13:20

     

    183

    Testing

    4.04 days

    8/18/2008 13:20

    8/22/2008 13:40

     

    184

    Create test plan

    2 days

    8/18/2008 13:20

    8/20/2008 13:20

    Promero PM, Customer Engineer, Promero Engineer 1

    185

    Create test agents

    20 mins

    8/20/2008 13:20

    8/20/2008 13:40

    Promero PM, Customer Engineer, Promero Engineer 1

    186

    Create test projects

    1 hr

    8/20/2008 13:20

    8/20/2008 14:20

    Promero PM, Customer Engineer, Promero Engineer 1

    187

    Connect to server testing

    10 mins

    8/20/2008 13:20

    8/20/2008 13:30

    Promero PM, Customer Engineer, Promero Engineer 1

    188

    Inbound/Outbound call delivery testing

    3 hrs

    8/20/2008 13:20

    8/20/2008 16:20

    Promero PM, Customer Engineer, Promero Engineer 1

    189

    Email testing

    30 mins

    8/20/2008 13:20

    8/20/2008 13:50

    Promero PM, Customer Engineer, Promero Engineer 1

    190

    Create test project email account

    30 mins

    8/20/2008 13:20

    8/20/2008 13:50

    Promero PM, Customer Engineer, Promero Engineer 1

    191

    Test delivery to agent

    20 mins

    8/20/2008 13:20

    8/20/2008 13:40

    Customer Engineer

    192

    Test response delivery

    20 mins

    8/20/2008 13:20

    8/20/2008 13:40

    Customer Engineer

    193

    System Tests defined in test plan

    2 days

    8/20/2008 13:40

    8/22/2008 13:40

     

    194

    Deployment

    1 day

    8/22/2008 13:40

    8/25/2008 13:40

     

    195

    Install Client software on agent PC's

    1 day

    8/22/2008 13:40

    8/25/2008 13:40

    Customer Engineer

    196

    Test Connect to server

    20 mins

    8/22/2008 13:40

    8/22/2008 14:00

    Customer Engineer

    197

    Training

    9 days

    8/22/2008 14:00

    9/4/2008 14:00

     

    198

    Update CCA documentation

    2 days

    8/22/2008 14:00

    8/26/2008 14:00

    Promero Trainer

    199

    Schedule Training

    1 day

    8/26/2008 14:00

    8/27/2008 14:00

    Promero Trainer

    200

    System Training

    1 day

    8/26/2008 14:00

    8/27/2008 14:00

    Promero Trainer

    201

    Application Training

    1 day

    8/26/2008 14:00

    8/27/2008 14:00

    Promero Trainer

    202

    Print documentation

    1 day

    8/27/2008 14:00

    8/28/2008 14:00

    Promero Trainer

    203

    Trainer arrive at customer site

    1 day

    8/28/2008 14:00

    8/29/2008 14:00

    Promero Trainer

    204

    Admin Manager Training

    1 day

    8/29/2008 14:00

    9/1/2008 14:00

    Promero Trainer

    205

    Interaction Manager Training

    1 day

    9/1/2008 14:00

    9/2/2008 14:00

    Promero Trainer

    206

    Supervision Manager Training

    1 day

    9/2/2008 14:00

    9/3/2008 14:00

    Promero Trainer

    207

    Deliver soft copy of documentation to customer

    1 day

    9/3/2008 14:00

    9/4/2008 14:00

    Promero Trainer

    208

    Launch

    5.5 days

    9/4/2008 14:00

    9/12/2008 9:00

     

    209

    Swing 1 test number

    0.5 days

    9/4/2008 14:00

    9/5/2008 9:00

    Customer Engineer, Promero Engineer 1

    210

    Verify all functioning

    2 days

    9/5/2008 9:00

    9/9/2008 9:00

    Customer Engineer, Promero Engineer 1, Promero PM

    211

    Go-No Go decision made

    1 day

    9/9/2008 9:00

    9/10/2008 9:00

    Customer Executive

    212

    Go Live

    1 day

    9/10/2008 9:00

    9/11/2008 9:00

     

    213

    Swing all numbers

    1 day

    9/11/2008 9:00

    9/12/2008 9:00

    Customer Engineer

    214

    Post Launch

    5 days

    9/12/2008 9:00

    9/19/2008 9:00

     

    215

    Evaluation

    5 days

    9/12/2008 9:00

    9/19/2008 9:00

    Customer Engineer, Customer Executive, Promero PM, Promero Engineer 1

    216

    Feed back for additional action items

    1 day

    9/12/2008 9:00

    9/15/2008 9:00

    Promero PM, Customer Engineer, Promero Engineer 1




  • Contact Center Anywhere Architectural Zone Overview
    •



    Contact Center Anywhere is a browser based, distributed architecture application. This application is generally deployed across three distinct application areas or ?Zones?. Each Zone provides specific functionality for the operation of the application, and can either be distributed across multiple locations, or consolidated in a single site.

    The Following Logical Diagram illustrates a standard Architectural Overview of a Contact Center Anywhere Network:





    Internet/User Zone
    Administrators, Supervisors and Agents log-on to Contact Center Anywhere using Internet Explorer 6, or above, from their workstations. These log-ons can occur anywhere, including home-based (telecommuters), or from a formal call center. These user applications are completely browser-based and therefore require no special PC configurations or custom programming. The Internet Zone and the users that operate inside of it are naturally not controlled by the Service Provider; however, there are guidelines for optimal use of a hosted Contact Center Anywhere offering detailed here.

    Web/DMZ Zone
    The target address where these users point their browsers live in the hosted Web/DMZ zone. Here is where the hosted Web Servers and Mail Servers belonging to the Service Provider or Internal Call Center

    Services department operate. It is in this zone where the Web Services handle all system requests are located.
    The Web Zone is where the Web Servers and Mail Servers live. As mentioned earlier, this is the location that the user GUI addresses are pointed to access the application.
    The Web Zone houses two types of servers:

        1. Web Servers: Where the Web Software, Systems Servlets and JDBC connection threads live and
        2. Mail Servers

    Web Servers
    Contact Center Anywhere Web Server which handles all the Call Center?s Internet traffic, including webcalls uses BEA/Oracle WebLogicŪ.
    Resource Bundles
    In order to provide multi language support, Call Center Anywhere utilizes Java-based ?Resource Bundles? that based on the parameters passed when the user logs on, will forward the appropriate language interfaces to the user for the length of the session connection.

    Network Zone
    The Network Zone is where the heart of the Contact Center Anywhere applications live. There are three types of servers that occupy the Network Zone:

            1) Application Servers (housing Contact Center Anywhere application servers such as the ACD, CTI,
             Statistics Server, E-Mail Distributor, for example);
            2) Database Servers (this is where the partitioned data stores reside on customer owned database);
            3)The Soft Switch/Telephony Servers.

    The Network Zone is a secure unicast environment, with distributed application resources, including Telephony Equipment, Database, Application Servers, etc.


  • Application Server, OS, Database, Telephony Compatibility
    •



    NOTES: (1) Must use Server 1.4.2 _ 13 and Client Java 1.5_10 due to DST changes for 2007. There is also a subsequent patch from BEA that should be applied.
    (2) Oracle 9i, 10g supported with JServer V 9.0.2
    (3) Firefox: The current JVM version needs to be downloaded by hand. Reference installation notes.
    (4) If using the Siebel Integration with Parameter Extensions, Weblogic must be upgraded to Version 10
    (5) Resin may be used for custom development activities. Resin should be upgraded to version 3.0.23 to be compatible with the Axis2 changes.



  • Contact Center Anywhere Hardware Components
    •

     

    Component

    Redundant

    Minimum Recommended

    Scale

    Comments

    Web servers

    2

    1

    300 users per server

    Dual CPU 2 G RAM

    Database

    2

    1

    Thousands of users

    Quad CPU 8G RAM fast IO system

    Application Servers*

    2

    1

    1000 users per server

    Dual CPU 2 G RAM fast network

    Soft Switch Servers*

    2

    1

    250 simultaneous call legs

    Dual CPU 2 G RAM

    MCU (conference) Servers*

    2

    1

    125 simultaneous conference legs

    Dual CPU 2 G RAM

    MP3 server*

    1

    1

    Thousands of users

    Dual CPU 2 G RAM hard drive space, MP3 recordings consume 60KB per recorded second

    VoIP Gateways

    2

    1

    Based on T1 cards

    Quintum, Audiocodes and Cisco are certified with units up to 32 T1 per chassis


    * May be combined based on traffic requirements

    The main area that is of substantial variability is the VoIP and Phone capacity since certain campaigns may use a higher ratio than others. Having call history or traffic projections will greatly enhance the ability to provide more specific details with regard to server units needed. Servers specified above are single core CPU with multiple sockets. Dual and Quad core processors provide enhanced power management and provide additional processing power.
  • Contact Center Anywhere Training
    •


    • Administration Manager Training
    • Supervision Manager Training
    • Interaction Manager Training
    Administration Manager Training Manual & User Guide is provided in advance
    Training Table of Contents
    • Overview of Administration Manager
    • Getting started with Administration Manager
    • Creating Contact Center Anywhere Libraries
    • Customizing Prompts
    • Creating Administrator, Agent and supervisor Accounts.
    • Setting Up Workgroups
    • Creating Project Menus
    Supervision Manager Training Manual & User Guide is provided in advance
    Training Table of Contents
    • Overview of Supervision Manager
    • Features and Benefits of Using Supervision Manager
    • Launching the Supervision Manager
    • Global Command Buttons
    • Agents Status Screen
    • Working with Supervision Manager
    • Agent Statistics
    • Workgroups
    • Interactions
    • Review Recordings
    • Reports
    • Statistics
    Interaction Manager Training Manual is provided in advance
    Training Table of Contents
    • Overview of Interaction Manager
    • Features and Benefits of Using Interaction Manager
    • Launching the Interaction Manager
    • Global Command Buttons

      •         o General Tab
              o Phone Tab
              o Help
              o About
              o Logout
    • Interaction Control Screen
    • Understanding the Interaction Manager Information Bar
    • Phone Status
    • Agent Status
    • Navigating in the Interaction Manager
    • Call Control Screens
    • Using the Predictive Dialer
    • Activate a predictive call
  • Industry Best Practices and Business Flow
    •

    Contact Center Anywhere is configurable to accommodate professional services groups, customer care centers, contact centers and call center operators. This solution provides configurations that support best practices for these industries. The business flow diagrams show high level overviews related to Receiving an ACD [auto call distribution] Call, Initiating a Predictive Call, Initiating a Preview Call, and Initiating an Outbound Call.

    Receiving an ACD Call

    When you receive a new ACD call, the caller's information, if available, appears in the Interaction Control Bar.
      1. Click the Accept icon. The Contact Information tab opens, showing contact information, if available.
      2. Pick up your phone and begin speaking. Notice that the workspace opens to show the Interaction Information tab.

      3. If this is an existing contact, the system displays the contact?s name prominently in the Interaction Control Bar. Verify and complete the information.



  • Initiating a Predictive Call
    •


    1. If you are assigned to Predictive Project, log into the project by selecting Predictive Login from the Actions link.


    Now, after selecting Predictive Login, CCA knows you are available to receive Predictive calls from one or more projects. IM offers you a New Predictive Call in the Interaction Control Bar. IM also populates your workspace with the contact?s information, including the contact?s name, phone number, and company name (if known).




    2. If you are working on-hook, your phone will ring. Answer your phone and speak to the contact. Or If you are working off-hook, you will hear a beep when IM delivers the call to you.
    3. Proceed as you would a standard phone interaction.
    4. When finished, an Outcome box appears and you must select an outcome for the call.





  • Initiating a Preview Call
    •


    When your contact center conducts a Preview Calling project, the system places calls to prospective customers. When a prospective customer answers the call, the system routes the call to the next available agent.

    In Preview Calling, the agent selects a project and tells the system to dial a customer number, and then waits for the customer to answer.
          1. From the Sidebar, click Outbound Preview and the Preview tab opens in your workspace.



          2. From the Preview Project drop-down list, select a project.



          3. Click the Next button to view the first record.
          4. IM presents phone numbers as links. Click the phone number you would like to try first. IM dials the number.



  • Initiating an Outbound Call
    •


          1. From the Toolbar, click the Dialer link.



    The Create New Interaction dialog box opens to the Dialer tab.



          2. From the drop-down list, select Outbound Call.
          3. From the country drop-down list, select a country code and then type the phone number in the box
          4. Click the Dial button. IM calls the number.



  • Price Section
    •


    1). Scope: Contact Center Anywhere [CCA] Installation & Training including Travel and Lodging
    Overview:
    Assumes deployment of the customers? Contact Center Anywhere software at the customer?s location [assumes that the network meets the minimum recommended hardware configuration], 5 days Contact Center Anywhere training [Administrator, Supervisor, Interaction Manager (User)], and assurance testing.

    Price:
    25 Users:  $35,750.00 [Scope: 39.12 manpower-days]
    50 Users: $42,500.00 [Scope: 42.13 manpower-days]
    100 Users: $56,000.00 [Scope: 46.13 manpower-days]
    >100 Users: $6750.00 Per additional block of 25 Users [Scope: Add 2 manpower-days]


    2). Optional Scope: Contact Center Anywhere End User Help Desk Support
    Overview:
    Support calls are answered from M-F 9am-9pm EST. Support Desk response if provided via: Toll Free,
    Email, or Chat.

    Price:
    Annual End User Help Desk Support Agreement [Includes calls up to the maximum level]
    25 Users:
    $4625.00 per year [Max Calls 600 calls/yr]
    50 Users:
    $6875.00 per year [Max Calls 1200 calls/yr]
    100 Users: 
    $10,625.00 per year [Max Calls 2400 calls/yr]
    >100 Users:
    $1875.00 per year per additional block of 25 Users [Max additional calls 600/yr]
     
    3). Optional Scope: Integrate Contact Center Anywhere to Siebel CRM
    Overview:
    Basic Integration of CCA to customer owned Siebel CRM [Siebel Enterprise CRM v7.2.2.8 or higher]. Integration of CCA to CRM is contemplated at the same time of installation of CCA at customer premise. The integration is based on Web Services and directly connects the Siebel Enterprise CRM and the Contact Center Anywhere products together without the need for additional middleware components. Although the integration between Siebel Enterprise CRM and Contact Center Anywhere is currently limited to the voice channel only, all other features of Contact Center Anywhere are available within the standalone Contact Center Anywhere desktop application.

    Price:       $8500.00



  • Additional Items
    •


    1) Price includes Travel and Lodging within North America.
    2) Promero may perform scope identified for Customer Engineers at the request of the Customers. Effort will be billed on a time and material basis.
    3) Delays not attributable to Promero (e.g. Customer scope) that affects Promero?s ability to complete Promero scope as per schedule may cause additional delays and charges which would be calculated on a time and material basis.
    4) Promero scope of work is deemed accepted and complete once the system is in service/commercial use or 30 days after completion of last milestone, whichever comes first.
    5) Assumes no work permits necessary.
    6) Pricing and Payment Terms:
        a. All prices quoted are in $US. Customer is responsible for any applicable taxes.
        b. Balance due in three payments:
          1. 1/3 due upon execution of agreement.
          2. 1/3 due 15 calendar days into the project plan.
          3. Balance due upon completion of Promero scope and acceptance by customer.



     
     
    user acceptance agreement banner
    Oracle contact center anywhere - try before you buy offer

    Home | Products | Solutions | About Us | Oracle PartnerNetwork | Team | Online Training | FAQ | Awards | WebEx Demo | News | Contact Us | Technology Resources | Site Map | Add URL | Links | Link
    Intel | Dialogic | Cisco | Goldmine | Microsoft | CheckPoint | Oracle | eSafe | Mercury Topaz | Sugar Open Source | Splendid CRM | 1Vault
    Copyright © 2001 - 2007 Promero, Inc., All Rights Reserved.
    1100 Park Central Blvd. South, Ste. 2500, Pompano, FL 33064 | Tel. 954.935.8800 | Sales. 888.204.0822 | Fax. 954.935.8842