Contact Expert for Skype for Business Basic Installation Guide
Contact Expert v6.1 for Skype for Business Server
Overview – Two-Phase Implementation Approach
Depending on the complexity of the business requirements, the implementation of Geomant's Contact Expert software is broken down into two distinct phases:
- Basic Installation
- Consultation Services & Customized Installation
Business requirements might be deemed complex due to a number of different parameters – like the number of agents, redundancy level required, number and complexity of the call flows, level of integration with external systems on the server and/or client side, etc. and any combination of these. As it turns out, business requirements tend to be complex fairly often – it is rare the number of agents or the level of survivability required, or the call flows, etc. or any combination of these are not complex.
To that end Geomant enacted a two-phase implementation approach to bring forth all of the standard, non-complicated work that requires minimal customer feedback and then engage our Professional Services for solution discovery, requirements formalization, identification of customization, solution design, etc. in order to set up the system with all customer specific details fully accounted for and implemented.
The two-phased approach makes standard CE features quickly available in the first Basic Installation step, while allowing a feedback into the second phase – consultation and custom implementation. Customers test and explore the Basic Installed system to formulate and develop their complex requirements for the second phase. This approach yields a faster overall delivery.
What is Basic Installation?
Within the scope of the CE/IVR Basic Installation, Geomant implements the system so that each major and minor factory-default functionality relevant for the given project scope can be tested with dummy or test configuration. This means Geomant will implement the CE system to fit into the Customer environment (network addresses, database access, telephony access) and will set up standard test objectives, such as agent accounts, campaigns, messages, workflows and business rules.
Our aim is to provide a system with as many similarities to the final – customized – solution as possible, but also to accomplish this as fast as possible. This balance is achieved by implementing the infrastructure of the project (number of servers, redundancy, telephony integration) to as close to the final configuration as possible, while skipping the custom business logic altogether in the Basic Install phase.
What is Consultation Services & Customized Installation?
This is the phase following – or in certain situations working in parallel with – the basic installation. This is where Geomant engages in the advanced design and consultancy services with the Customer to finalize the deployment of a complex, fine-tuned system.
This is where we add all custom business logic, integration to 3rd party systems, and any other customization on top of the factory-default services.
Taking this into consideration, we tag the business requirements complex if the system established in the Basic Install phase requires significant amount of further customization.
Purpose of this Document
This document details the prerequisites and each step of the basic installation of Geomant’s Contact Expert for Skype for Business contact center and IVR.
Basic Installation Steps
Basic installation consists of the following steps:
Completion of the basic installation template by the customer.
This document contains all customer specific environmental parameters essential for a successful CE basic installation.Basic installation of subject matter CE components.
Basic installation means that no Customer specific configuration will be implemented on top of what is required to have CE start up and operate with the Basic Installation functionality. The goal of this exercise is to demonstrate CE functionalities in the specific customer infrastructure.**Execute CE component specific test plan by Geomant.
**- Execute CE component specific test plan by the Customer.
Contact Expert Components
Basic installation is performed by acquiring the customer templates and then installing the key CE components. These components are:
- CE Core
- Database
- IVR
- Call Recording
- Voice channel
- Email channel
- Chat channel
Navigating the Documentation
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