1 F.J. González Cañete, F.M. García Palomo E. Casilari, F. Sandoval Dpto. Tecnología Electrónica Universidad de Málaga Implementation of a remote- assistant application via Web over IP networks: CIMA Project SSGRR 2002

2 1. Introduction: IP remote-assistant 2. Basic concepts 3. System architecture 4. Technologies used 5. Conclusions and future Index

3 IP remote-assistant  Why we need IP remote assistant New service (until now, only phone) On Line consults Tele education Commercial Public advice

4 Technological environment  IP integration Data + real time (voice, video) Standard of integration: H.323  Web integration The Web page: universal interface Click to dial/call applications

5 CIMA project objetives  Development of an IP Call Center Tele-assistant services: adviser/client architecture. Call management: add-value services. Web interface

6 1. Introduction: IP remote-assistant 2. Basic concepts 3. System architecture 4. Technologies used 5. Conclusions and future Index

7 Basic concepts (1)  Client  Adviser  ACD – Advanced Call Distributor  Profiles  Criteria Source ACD, client IP address...

8 Basic concepts (2)  Call reception politics Lineal, LRU, Circular  H.323 Gateway  Classical CallCenter

9 1. Introduction: IP remote-assistant 2. Basic concepts 3. System architecture 4. Technologies used 5. Conclusions and future Index

10 System architecture

11 Call establishment

12 Other functionalities  Shared whiteboard  Chat  Sharing applications  File transfer  Multilingual environment  Calls Put through

13 Client interface (1) Videoconferenc e Hang up button Custom message

14 Client interface (2) Simultaneou s browsing

15 Adviser interface (1) Multilingual start

16 Adviser interface Call data History calls Put through Comments about the call Videoconferenc e

17 System management (1)  Manages every needed parameter in the system  Adviser data (alias, public and private IP address, phone number, extension …)  Call Centers  Profiles (policy, client look, data shown to de adviser, call center, gateway)

18 System management (2)  Criteria (source link, source web page, client IP address, ACD, Web server IP address, custom parameters)  Criteria evaluation  Advisers associated to profiles  Configurable message web pages  Client calls

19 System management (3)

20 Statistics (1)  Two types of statistics Total Per time interval  Five types of call distributions Per profile Per adviser Per source Rejected per profile Rejected per type

21 Statistics (2)

22 Register (1)  It stores all information about the calls to a file in text format  The file created can be processed by other programs  It runs periodically and add the new calls

23 Register (2)

24 1. Introduction: IP remote-assistant 2. Basic concepts 3. System architecture 4. Technologies used 5. Conclusions and future Index

25 Technologies used (1)  Java Servlets: Custom web pages Applications  Configurable DBGS SQL using JDBC connectivity  JTAPI – Java Telephony API Used to interact with traditional call centers that supports this technologies

26 Technologies used (2)  ActiveX Used to embed Netmeeting in web pages Allow to interact with Netmmeting via events  Plug-in for Netscape Allow Netscape to embed ActiveX objects It is installed automatically if needed

27 1. Introduction: IP remote-assistant 2. Basic concepts 3. System architecture 4. Technologies used 5. Conclusions and future Index

28 Conclusions and future  Development of an IP Call Center  Extensions Encrypted audio and video To extend the concept of tele-assistance to the electronic mail To develop a proprietary videoconference software and use it instead of Netmeeting

29 F.J. González Cañete, F.M. García Palomo E. Casilari, F. Sandoval Dpto. Tecnología Electrónica Universidad de Málaga Implementation of a remote- assistant application via Web over IP networks: CIMA Project SSGRR 2002