Howto:AgentOne® ContactCenter Suite - Sikom Software - 3rd Party Product: Difference between revisions

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==Certification Status==
==Certification Status==
<!-- by inno
<!-- do not remove comment. Will be done by innovaphone upon document check -->
  - uncomment one of the stati below
<!-- {{Template:Compat_Status_"referral_prod."|certificate=_-_serinus_-_3rd_Party_Product_product_cert.pdf}} -->
  - update date below
<!-- Testing of this product has been finalized 29th February, 2020. -->
  -->
<!--{{Template:Compat Status "planned"}}-->
<!-- {{Template:Compat Status "in progress"}} -->
<!-- {{Template:Compat_Status_"referral_prod."|certificate=Tpl_sip.business_Toplink_SIP_Provider_-_product-cert.pdf}} -->
<!-- {{Template:Compat_Status_"engineered_prod."|certificate=Tpl_sip.business_Toplink_SIP_Provider_-_product-cert.pdf}} -->
<!-- {{Template:Compat_Status_"rec._prod."|certificate=Tpl_sip.business_Toplink_SIP_Provider_-_product-cert.pdf}} -->
<!--{{Template:Compat Status "tested"}} -->
<!-- {{Template:Compat Status "rejected"}} -->
<!-- {{Template:Compat_Status_"referral_prod."-no-certificate}} -->
 
<!-- Testing of this product has been finalized January 1st, 1970. -->
 
<internal>
Zertifikatsvorlagen liegen unter \\inno-sifi\dfs\Techserv\Testlab
Beim Abschluss des Tests (egal ob gut, schlecht oder abgebrochen) <strong>bitte Nachricht an ckl</strong>!
</internal>


==Category==
==Category==
<!-- by inno:
{{Category:3rdParty Contact Center Applications}}
  - select one or more of the available recommended product categories
[[Category:Referral Product|{{PAGENAME}}]]
    a list of valid Categories can be found in
[[Category:3rdParty Contact Center Applications|{{PAGENAME}}]]
    Special Pages / Prefix Index / Display pages with prefix = RecProd, Display pages with prefix = Category  
    (you need to apply it twice, first as template {{..}}, seconds as category [[..]])
  -->
 
[[Category:3rdParty PreviousProducts|{{PAGENAME}}]]
 
==Functions==
<!-- by vendor:
  - place here a short and concise list of features that are supported by your product
  -->
Short summary of the most important features:
*Connection to all established business telephone systems via ISDN, S0/S2M, VoIP SIP
*Direct connection telephony local loop without business telephone systems via BlueFire® gateway
*Call routing engine and scheduler, ACD (Active Caller Distribution) call park function
*Integration of e-Mail, chat, social net, web callback, WebRTC, SMS, fax, voice-mail, document routing, smart queue into callflows
*Integration of DMS (Document Management Systems) and CRM (Customer Relationship Management)
*Multitenancy
*Real-time statistics
*Reporting
*Redundancy
 
==Version==
<!-- by inno:
  - version of software that was tested, as declared by the vendor or reseller(in case of customer testimonial), please not if patches have been applied
  -->
AgentOne Release 6


==Vendor==
==Vendor==
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   -->Sikom AgentOne® ContactCenter is based on a simple architecture concept: Sikom intelligent media gateway, accepts the calls and provides a superb announcement management. AgentOne®, a high-end automatic contact distribution (CC) system, routes incoming calls, chats, mails and other objects to the most suitable employees. AgentOne® ContactCenter offers comprehensive routing options and can even treat the extension of each employee like a separate service, thereby reproducing existing processes and structures in an optimal way. With this architecture, AgentOne® ContactCenter is the ideal tool not only for external communication but also for internal service and help desks.
   -->Sikom AgentOne® ContactCenter is based on a simple architecture concept: Sikom intelligent media gateway, accepts the calls and provides a superb announcement management. AgentOne®, a high-end automatic contact distribution (CC) system, routes incoming calls, chats, mails and other objects to the most suitable employees. AgentOne® ContactCenter offers comprehensive routing options and can even treat the extension of each employee like a separate service, thereby reproducing existing processes and structures in an optimal way. With this architecture, AgentOne® ContactCenter is the ideal tool not only for external communication but also for internal service and help desks.


==Summary==
==Functions==
<!-- by inno:
<!-- by vendor:
   - add remarks regarding the product, such as special features, firmware versions or licenses required on the inno side,
   - place here a short and concise list of features that are supported by your product  
    parts of the product that has not been tested or limitations discovered.  very short and concise (everything else is in
    the test report)
  - add link to product test report here
   -->
   -->
<!-- [[Howto:Vendor SIP Compatibility Test|innovaphone Vendor Testreport]]
Short summary of the most important features:
<br>- or -<br>
*Connection to all established business telephone systems via ISDN, S0/S2M, VoIP SIP
<!-- by inno:
*Direct connection telephony local loop without business telephone systems via BlueFire® gateway
  as an alternative, if the product is known to be working due to a successful customer project
*Call routing engine and scheduler, ACD (Active Caller Distribution) call park function
  -->
*Integration of e-Mail, chat, social net, web callback, WebRTC, SMS, fax, voice-mail, document routing, smart queue into callflows
<!-- This solution proved to meet the expectations in the following customer projects:
*Integration of DMS (Document Management Systems) and CRM (Customer Relationship Management)
<* [http://www.partner-or-innovaphone.com/customer-success-story www.partner-or-innovaphone.com/customer-success-story]
*Multitenancy
* [[Howto:Customer-Testreport-and-Result]]
*Real-time statistics
<br>- or -<br>
*Reporting
<!-- by inno:
*Redundancy
  as an alternative, if the product has been tested by the vendor
 
  -->
==Version==
This solution has been tested by the vendor.   
<!-- Mandatory topic. -->
<!-- Give used versions for testing of both innovaphone and 3rd-pty product -->
<!-- If not present or outdated innovaphone FW is used, no certificate will be given at all -->
 
Product versions used for interop testing:
<!-- replace 3rd-Pty-Product by real name -->
* AgentOne Release 6
<!-- adjust used innovaphone FW, if applied add further applications (e.g. TAPI & Versions) -->
* innovaphone V1?
 
==Configuration==
<!-- Mandatory topic. -->
<!-- Describe configuration steps to be done for both innovaphone and 3rd-pty product -->
<!-- If not present, no certificate will be given at all -->
<!-- you may either list the config steps by adding text & pictures, or provide the URL to a PDF-formatted config document. Ideally the document is hosted by the 3rd-party-supplier itself -->
<!-- in any case you must be aware of the fact that any questions concerning configuration issues will be directly forwarded by innovaphone to you as manufacturer -->
 
The solution has been tested by the vendor.   


<br>
<br>
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http://docs.agentone.de/Sikom-Configuration_innovaphone_IP_PBX_for_AgentOne_Contact_Center.pdf
http://docs.agentone.de/Sikom-Configuration_innovaphone_IP_PBX_for_AgentOne_Contact_Center.pdf
<br>
<br>


<br>
<br>
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<br>
<br>
Nutzung von MS TAPI – LINK und SIP-Trunk
Nutzung von MS TAPI – LINK und SIP-Trunk
<!--[http::/www.vendor.com/testresultpage http::/www.vendor.com/testresultpage]
<!-- [[Howto:Hardcopy-of-Vendor-Testreport-and-Result]]


==Pricing==
==Pricing==

Revision as of 08:53, 12 July 2021


Sikom Logo CMYK.png
AgentOne.png

Product Name

AgentOne® ContactCenter Suite

Certification Status

Category

Inbound-/Outbound Contact Center Applications, incl. Automated Call Distribution and IVR

Vendor

Sikom Logo CMYK.png

Sikom Software GmbH
Tullastrasse 4
69126 Heidelberg
Germany

www.sikom.de

Description

Multimedia enablement prevents lost calls AgentOne® ContactCenter intelligently links telephony- and Internet-based services. No matter if it is a call, an email, a fax message, chat communication or a document: All requests are treated with utmost attention. And if there is the need, you can even attach a document management system to feed incoming letters into the communication flow.

Flexible, sustainable and economical Due to its robust flexibility AgentOne® Contact Center offers an unrivaled cost-benefit ratio and solid investment security. The scalable solution grows in line with your business.

High-end modules: Getting quickly to the right person AgentOne® ContactCenter is based on a simple architecture concept: Sikom intelligent gateway, accepts the calls and provides a superb announcement management, including IVR features. As the universal routing instance, AgentOne® then assigns incoming requests to the most suitable employee. AgentOne® ContactCenter offers a multitude of routing options. It can even handle the extension of each employee like a separate service, thereby reproducing existing processes and structures in an optimal way. Based on this architecture, AgentOne® ContactCenter is the perfect tool not only for external communication but also for internal service centers and help desks.

Independent of the telephone system No matter what kind of telephone system you employ, no matter if you use ISDN or Voice over IP, AgentOne® ContactCenter is fully compatible with all common telephone systems and can even set up hybrid networks.

Competitive Analysis

Sikom AgentOne® ContactCenter is based on a simple architecture concept: Sikom intelligent media gateway, accepts the calls and provides a superb announcement management. AgentOne®, a high-end automatic contact distribution (CC) system, routes incoming calls, chats, mails and other objects to the most suitable employees. AgentOne® ContactCenter offers comprehensive routing options and can even treat the extension of each employee like a separate service, thereby reproducing existing processes and structures in an optimal way. With this architecture, AgentOne® ContactCenter is the ideal tool not only for external communication but also for internal service and help desks.

Functions

Short summary of the most important features:

  • Connection to all established business telephone systems via ISDN, S0/S2M, VoIP SIP
  • Direct connection telephony local loop without business telephone systems via BlueFire® gateway
  • Call routing engine and scheduler, ACD (Active Caller Distribution) call park function
  • Integration of e-Mail, chat, social net, web callback, WebRTC, SMS, fax, voice-mail, document routing, smart queue into callflows
  • Integration of DMS (Document Management Systems) and CRM (Customer Relationship Management)
  • Multitenancy
  • Real-time statistics
  • Reporting
  • Redundancy

Version

Product versions used for interop testing:

  • AgentOne Release 6
  • innovaphone V1?

Configuration

The solution has been tested by the vendor.


Testumfang (Details siehe Testprotokoll)
http://docs.agentone.de/Sikom-Testprotokoll_Innovaphone_V3


Sikom certification
http://docs.agentone.de/Sikom-Zertifikat_Innovaphone_RZ.pdf


configuration for innovaphone
http://docs.agentone.de/Sikom-Configuration_innovaphone_IP_PBX_for_AgentOne_Contact_Center.pdf


AgentOne Rel 6.x mit Wartefeld-Gateway
Innovaphone IP 811
Nutzung von MS TAPI – LINK und SIP-Trunk

Pricing

The software licenses are based on concurrent users, amount of channels and extra extensions / modules.

Contact

Sikom Software GmbH
Tullastrasse 4
69126, Heidelberg
Tel: +49 6221 13788 0
Fax: +49 6221 13788 130
Mail: info@sikom.de
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