Serviciile Administraiei Publice locale puse

la dispoziia cetenilor i mediului

economico-social prin intermediul
CONTACT CENTER / CALL CENTER
2004 - 2005
B-dul INDEPENDENTEI Nr.18 , Bl.B6-PROCONS - BRAILA
Tel. 0239-61.22.30. Fax : 0239-61.95.78
www.procons.ro /// email : office@procons.ro
PREZENTARE SINTETIC
a proiectului
Serviciile Administraiei Publice Locale APL
puse la dispoziia cetenilor i mediului
economico-social prin intermediul
CONTACT CENTER CALL CENTER
INFOSOC C6
Prezentare:
Brour Sintetic
CD - BroSint.ppt i BroSint.pdf
Capitolul 1
Structura i interaciunea Administraiei
Publice Locale cu mediul social- economic
nconjurtor
Anvelopa de interfa CONTACT CENTER
CALL CENTER
Fluxul comunicaional al CONTACT
CENTER
Mass - media
Organizaii
studeneti
ONG + uri
Consilieri locali municipali
Camera de comer
Asociaii profesionale
Sindicate
Patronate
Consilieri
i experi externi
PROPUNERI
SESIZRI
PROIECTE
de
dezvoltare
pe termen
mediu
i
lung
PRIMAR
Grup planificare
strategic
VICEPRIMAR 1 VICEPRIMAR 2
Asociaii de locatari
Direcii i Servicii specializate ale Primriei
nvmnt
Reele de utiliti
Pensionari
Sntate
Case de copii
Tineret
Cultur i culte
Transport urban
Sport
Industrie
IMM - Mici ntrerinztori
Servicii
Persoane fizice autorizate Utiliti - Regii autonome
Comer Turism
PROBLEME SOCIALE MEDIUL DE AFACERI
PRIMRIA MUNICIPIULUI
CETENI I SOLICITRI
DE INFORMAII OPERATIVE
SOCIETI N SUBORDINEA
PRIMRIEI
Contacte directe Contacte directe
Acces CALL
CENTER
Acces CALL
CENTER
CALL CENTER - CONTACT CENTER
STRUCTUR DE AGENI, ECHIPEMENTE, BAZE DE DATE I PROGRAME
Proiecte
de hotrri
R
e
a
c

i
i

i

i
n
f
o
r
m
a

i
i
R
e
a
c

i
i

i

i
n
f
o
r
m
a

i
i
Hotrri
Acces
CALL CENTER
Acces
CALL CENTER
Acces
CALL CENTER
Aciuni Aciuni
Directive pentru aplicarea hotrrilor
Audiene
Audiene
Coordonare
INFRASTRUCTUR DE
COMUNICAII DIGITALE DE
BAND LARG PENTRU
ADMINISTRAIE I
UNITILE BUGETARE
(Centric IP)
Reea proprie
Operatori publici
Operatori privai
CALL CENTRE
IP - CENTRIC - Voce, VoIP, Mail voice, e-mail, WEB
CONTACT CENTRE
AGENI UMANI
Centre de
competen
distribuite
FUNCII DE BAZ
ACD - Automatic Call Distribution
IVR - Interactive Voice response
CTI - Computer Telephony
Integration
Acces prin telefon DTMF
Acces prin aplicaii WEB
VoIP, e-mail, Internet , Intranet
FLUXUL COMUNICAIONAL AL CONTACT CENTRE
MEDIUL EXTERN SOCIO - ECONOMIC / CETENI
Nevoile de informare spre i dinspre oragnele de
specialitate ale administraiei
ADMINISTRAIE LOCAL
PRIMRIE
Direcii i Servicii de
specialitate
Reglementri
Legislaie
Aplicaii informatice
Baze de date
Reele locale
Intranet
1a
1b
2
3
Capitolul 2
Analiza ORGANIZAIONAL
COMUNICAIONAL
- Structuri organizatorice
- Fluxuri informaionale
- Distribuia geografic i structura sistemului de
comunicaii
Straturile unei construcii informatice
- Stratul IT al tehnologiei informaiei
- Stratul C al comunicaiilor
- Stratul Aplicaii de interfa ntre apelani i
apelai
Sisteme informatice n APL
- n viziunea Oracle Primria Galai
- n viziunea SIVECO
- Alte propuneri pentru SI i aplicaii n APL
- O soluie European pentru Sectorul Public
SAP Public Sector Solution i mySAP CRM
Interaction Center (CD-ul anexat)
CONSECINTA
ANALIZA ORGANIZATIONAL - INFORMATIONALA
Stuctura organizationala Fluxuri informationale
Distributia geografica si
structura comunicationala
Arhitectura de subordonare/ supraordonare
Regulamente de organizare si functionare
Unitate
SATELIT
Unitate
SATELIT
Unitate
SATELIT
Unitate
SATELIT
NUCLEU
Consiliul Local
Primarie
Directii si Servicii
- Fluxuri interne circulatia interna a
documentelor
- Fluxuri de legatura intre Nucleu si Unitatile
satelit
- Fluxuri de interes public
- Ce INFORMATII raman in sistem?
(se distrug sau se arhiveaza)
- Ce INFORMATII circula?
- Ce INFORMATIIsunt puse la dispozitia
mediului extern?
- Amplasamente
- Resurse de comunicatii existente
- Canale fizice existente indiferent de
operator sau proprietar
ANALIZA SI PROIECTAREA INFORMATIONAL INFORMATICA
Constructia Sistemului Informatic pentru NUCLEU SI Sateliti
Pentru managementul intern
- Subsisteme si aplicatii
- Baze de date
- Arhive
Pentru interactiunea cu mediul
(informatii la dispozitia publicului)
- Subsisteme si aplicatii
- Baze de date (generale, specializate
- Aplicatii de cautare, regasire, filtrare si CTI
Cetateni
Institutii
Agenti
economici
Centre de
Consiliere si
Informare a
cetatenilor
APELANTI
U1
U2
U3
U(n-1)
U(n)
...
NUCLEU
APELAT
Stratul legislativ /
normativ
De functionare interna
De interactiune cu
mediul
1
2
Stratul informational / informatic
HARD - SOFT
S
t
r
a
t
u
l

c
o
m
u
n
i
c
a
t
i
o
n
a
l
IT&C
C
IT
Mijloacele APELATULUI
PLATFORMA DE
INTERCONEXIUNE
Mijloacele APELANTULUI
Mijloacele de prezentare si
canalele existente la dispozitia
utilizatorilor finali
Serviciile informationale puse la
dispozitia apelantilor
Unitati Satelit apelate
Straturile unei constructii
informatice
Etapele preliminare
de analiza structural / organizatorica
si informatioanl / informatica
Cetatean
ERP
TcInf Applications
B.D.U.
Baza de date urbana
C.I.C.
Centrul pentru
Informarea Cetateanului
G.I.S.
(PUG, PUZ, PUD)
Viceprimari
Primar
Secretar
Consiliul Local
Serviciul Contecios
Juridic
Serviciul Audit Intern
Directia Administratie
Publica Locala
Directia Gestiunea
Patrimoniului
Serviciul Protectie Civila
Retea Nationala a Administratiilor
Publice Locale
Directia Economica
Directia Fiscalitate
Directia Tehnica
Serviciul Resurse Umane
Directia Administratie si
Dezvoltare Urbana
Administratia Financiara, Evidenta
Populatiei, Directia de Statistica ,
Proiect SA, Inspectia in Constructii
Transport Urban, Adm. Pietelor,
Salubritate, Invatamint, Sanatate,
Cultura
Iluminatul Public, Retea
semaforizare, Cablu TV, Linmii
electrice/ Transurb
Apaterm
Electrica
Romtelecom
RomGaz
SISTEM INFORMATIC INTEGRAT PENTRU ADMINISTRATIA PUBLICA
LOCALA
(IN TEHNOLOGIE ORACLE)
Alte aplicatii
Gestionare
documente
Introducerea automata sau
manuala in sistem a
documentelor
Referire
documente
Sisteme de
fisiere
Scanner Fax
Mediu extern de
stocare
Gestionare
documente
Salvare rezultate
prelucrari
Referire
documente
Trimitere
documente
Referire si salvare
documente
Producere evenimente si
trimitere notificari
Definire drepturi de
acces la informatii
Gestionare
documente
SIVServices
SIVWin
SIVLibrary
Stocare interna Referinta externa
SIVAdmin
SIVWorkflow SIVExchange
Producere
evenimente si
trimitere notificari
SIVNotifier
!
Public 8ector
8olution Map
Edition 2004
Public Sector / 2, 07 December 2004
Public 8ector
Strategic Program
Management
Strategic & Capital
Planning
Decision Support &
Data Warehousing
Program Formulation &
Evaluation
Budget Preparation
Performance Results
Measurement
Financial Management Financial Accounting
Management
Accounting
Budget Execution Grants Management
Cash Management &
Treasury
Operations
Management
Records
Management
Technical Assets
Management
Real Estate
Management
Facility & Fleet
Management
Program & Project
Management
Travel Management
Human Resource
Management
Employee Life-
Cycle
Management
Employee
Transaction
Management
Time
Management
Payroll
Accounting
Position
Budgeting &
Control
HCM Service
Delivery
Strategic
Planning &
Alignment
Procurement &
Supplier Relationship
Management
Define
Requirement
Market Research Synopsis & RFx
Evaluate
Responses
Issue Purchase
Order or
Contract
Monitor
Performance/Co
ntract
Administration
Inventory
Management
Constituent Services
Multi-Channel
Service Request
Request
Processing
Service Delivery
Billing &
Accounting
Renewal &
Periodic
Processes
Inquiries
Security &
Authentication
Tax & Revenue
Management
Registration Tax Filing
Return
Processing
Payments &
Collections
Taxpayer
Accounting &
Services
Compliance
Case
Investigation &
Enforcement
Revenue
Accounting
Public Security
Border &
Transportation
Security
Emergency
Personnel
Preparedness
Incident Response
& Case
Management
Stockpile
Management
Information Sharing
& Analysis
Enterprise
Architecture
Government Programs
National
Defense
Energy,
Water &
Waste
Manageme
nt
Airport &
Port
Authority
Services
Public
Health
Insurance
Fuels
Manageme
nt
Education
Service
Providers
e
Governmen
t
Social
Services
Public Sector / 3, 07 December 2004
Public 8ector
Strategic Program Management
SAP Product Available
SAP Product Available with Future Releases
Future Focus
Partner Product Available
Partner Product Available with Future Releases
Collaborative Business Map Available
Sxx, Vxx, Bxx SAP Product & Service
Pxx Partner Product
For more information see: http://www.sap.com
Strategic & Capital Planning
Government Relationship
Management to Stakeholders
(S22)
Public-Private Partnership
(B12)
Planning & Simulation/ABC
Modeling (B12, S60, P2, P3)
Internet Information Sourcing
(B12, S22)
Balanced Scorecard (S22)
Decision Support & Data
Warehousing
Warehouse Population with
SAP & External Data (B12)
Business Content (B12)
User Specific Information
Deployment (B12)
Prepared & Ad-hoc
Multidimensional Analysis
(B12, P63)
Web-Based Reporting (B12)
Geographic Information
Analysis (P36, B12)
Data Modeling, Extraction, &
Mining (B12, S22)
Balanced Scorecard (S22)
Program Formulation &
Evaluation
Program Definition (S60)
Program Estimation (B12)
Definition of Qualitative &
Quantitative Goals
Program Submission &
Approval (S60, B12)
Fund Sourcing (S60)
Program Tracking & Reporting
(S60, B12)
Audit & Compliance (S60)
Budget Preparation
Budget Guidelines (B12)
Historical Data Collection
(S60, B12)
Cost Simulation, Revaluation,
Forecasting, & Analysis (S60,
B12)
Salary & Benefit Budgeting
(S60, S23, B12)
Decentralized Responsibility
(S60, B12)
Budgeting Approaches
(Performance, Program, Zero-
Based, & Object of
Expenditure, Output Oriented)
(S60, B12)
Budget Approval Cycle (S60,
B12)
Budget Publication
Performance Results
Measurement
Business Process
Performance Analysis using
KPI Value Reporting,
Balanced Scorecard Modelling
(B12, S22)
Benchmarking (B12)
Define Outputs/Results (S60,
B12)
Estimate Outputs/Results
(S60, B12)
Track & Analyze Results (S60,
B12)
Earned Value Analysis (S60,
B12)
Public Sector / 4, 07 December 2004
Public 8ector
Financial Management
SAP Product Available
SAP Product Available with Future Releases
Future Focus
Partner Product Available
Partner Product Available with Future Releases
Collaborative Business Map Available
Sxx, Vxx, Bxx SAP Product & Service
Pxx Partner Product
For more information see: http://www.sap.com
Financial Accounting
General Ledger (S60)
Accounts Receivable (S60,
S174)
Accounts Payable (S60)
Fixed Assets Accounting (S60)
Bank Accounting (S60)
Cash Journal Accounting
(S60)
Inventory Accounting (S60)
Tax Accounting (S60)
Accrual Accounting (S60)
Management Accounting
Profit Center Accounting (S60)
Cost Center & Internal Order
Accounting (S60)
Project Accounting (S60)
Investment Management
(S60)
Product Cost Accounting
(S60)
Profitability Accounting (S60)
Revenue & Cost Planning
(S60)
Transfer Pricing (S60)
Budget Execution
Budgetary Distribution
Availability Control (S60)
Active Availability Control
(S60)
Funds Reservation &
Encumbrances (S60)
Cash & Accrual Based Budget
Execution (S60)
Funding Authority & Release
Management (S60)
Workflow-Enabled
Commitment Handling (S60)
Real-Time Budget Status
Reporting (S60)
Commitment Processor (S61)
Grants Management
Grantee: Grants & Subsidies
Proposal, Application &
Preaward (S175, S60)
Grantee: Approval/Award
Contract Budget (S60)
Grantee: Accounting, Billing,
Cost Sharing (S60)
Grantee: Reporting & Closeout
(S60)
Grantor: Program
Maintenance
Grantor: Budgeting &
Forecasting
Grantor: Applicant/Contact
Maintenance
Grantor: Application
Creation/Maintenance
Grantor: Assessment
Grantor: Grant Agreement
Grantor: Payment
Grantor: Monitoring
Grantor: Repayment/Loans
Grantor:
Reporting/Audit/Closeout
Cash Management &
Treasury
Outbound Data (Electronic
Banking) (S22, S8, S128)
Liquidity Planning (S118)
Financial Investment
Management (S22, S60, S8,
S130)
Debt Management (S22, S60,
S8, S130)
Foreign Exchange
Management (S22, S60, S8,
S130)
Market Risk Analysis &
Decision Support (S22, S60,
S8, S130)
Credit Risk Analysis & Limit
Management (S22, S60, S8,
S130)
Electronic Banking
Communication (P34, P70,
S128)
Public Sector / 5, 07 December 2004
Public 8ector
Operations Management
SAP Product Available
SAP Product Available with Future Releases
Future Focus
Partner Product Available
Partner Product Available with Future Releases
Collaborative Business Map Available
Sxx, Vxx, Bxx SAP Product & Service
Pxx Partner Product
For more information see: http://www.sap.com
Records Management
Records Capture (S175)
Record Processing (B20,
B7, P9, S175)
Business Object
Integration (B28, S175)
Folder Contents,
Knowledge
Management, and
Search & Retrieval (B28,
S175, P9)
Incoming Document
Handling (S175, P9,
B28)
Monitoring & Auditing
(S175, B28)
Retention & Disposal
(S175, P9)
Access & Security (B28,
S175)
Forms & Documents
(S14, S175, B29)
e-justice (S175)
Portal Based Records
Management (B28, B20)
Technical Assets
Management
Structuring Technical
Assets (S62)
Serial Number
Management (S62)
Classification (S62)
Change Management
(S62)
Variant Configuration
(S62)
Material Management
(S62)
BOM Management (S62)
Document Management
System (S62)
Approvals (S62)
Warranty Management
(S62)
Management of
Production Resource
Tools (S62)
Counter and
Measurement Readings
(S62)
Interfacing Industry-
Specific Systems (GIS,
SCADA, CAD) (S62)
Connecting Technical
and Commercial Assets
(S62)
IT Asset Management
(S62)
Real Estate
Management
Property Acquisition and
Disposal (S62, S60,
S201)
Property Portfolio (S201,
S60, S62, B9, P14, P36)
Commercial
Management (S201,
S60, S64)
Technical Management
(S201, S62, S64, S63,
S14, V42, P75, P14)
Controlling & Reporting
(S201, S60, B12)
Facility & Fleet
Management
Fixed Assets Accounting
(S60)
Fixed Asset Inventory
Management (S60, S62)
Simulation Functions
(S22)
Leasing (S60)
Time- and/or
Performance-Based
Preventive Maintenance
(S62)
Notification & Order
Processing (S62)
Mobile Asset
Management (S62)
Equipment History
Tracking (S62)
Fleet Master Data (S62)
Catalog Integration & E-
Procurement of MRO
Parts (S62)
Fleet Performance
Checks (S62, S34)
Effective Maintenance
With VMRS Codes (S62)
Fleet Management (S62)
Program & Project
Management
Project Builder & Project
Planning Board (S62)
Budget (S62)
Project Structures (S62)
Resource
Planning/Workforce
Planning (S62)
Scheduling Functions
(S62)
Project Information
System (S62)
Resource-Related Billing
(S62, S64, S59)
Resource & Program
Management (S70)
Travel Management
Travel Request & Pre-
trip approval (S60, S61,
S22)
Travel Planning - Online
Booking (S60, S61, S22)
Travel Expense
Management (S60, S61,
P78, S22)
Mobile Self Service -
Anytime & Anywhere
(S60, S61, P6, S22)
Global Travel Policy
Compliance (S60, S61,
S22)
Analytics (S60, S61,
S22)
Public Sector / 6, 07 December 2004
Public 8ector
Human Resource Management
SAP Product Available
SAP Product Available with Future Releases
Future Focus
Partner Product Available
Partner Product Available with Future Releases
Collaborative Business Map Available
Sxx, Vxx, Bxx SAP Product & Service
Pxx Partner Product
For more information see: http://www.sap.com
Employee Life-Cycle
Management
Recruiting & Talent
Management (S5)
Enterprise Learning
(S24, S66)
Performance
Management (S61)
Compensation
Management (S61)
Workforce
Deployment (S14,
S61, S23, S70, S59,
S21)
Employee
Transaction
Management
HR Adminstration
(S61)
Organizational
Management (S61)
Expatriate
Management (S61)
Benefits
Management (S61)
Global Payroll (S61,
S52)
Seniority Calculation
(S61)
Compliance
Tracking &
Reporting (S61)
Pension
Administration (S61)
Time Management
Time & Attendance
(S61)
Absence &
Attendance Quotas
(S61)
Leave
Administration (S61)
Time Accounts &
Leave Accrual (S61)
Shift Planning (S61)
Time Data
Administration (S61)
Availability
Management for
Projects (S61)
Integration with SAP
& Third-Party
Applications (S61)
Payroll Accounting
Payroll Calculation,
Run, &
Payslips/Checks
(S61)
Posting to
Accounting (S61)
Distribution of Actual
Personnel Costs
(S61)
Third-Party
Remittance (S61)
Pension Payment
(S61)
Position Budgeting
& Control
Organization &
Staffing (S61)
Commitment
Processor (S61)
Personnel Budget
Plan Management
(S61)
HCM Service
Delivery
Manager Self-
Services (S61, S60)
Employee Self
Services (S60, S61,
S53)
Interaction Center
(S61, S14)
Alternate Delivery
Channels (S61,
B26)
Human Resource
Analytics (S61, B12)
Strategic Planning &
Alignment
Balanced Scorecard
(S61)
Data Mining (P63)
Strategic Workforce
Planning (S61, S60)
Public Sector / 7, 07 December 2004
Public 8ector
Procurement & Supplier Relationship Management
SAP Product Available
SAP Product Available with Future Releases
Future Focus
Partner Product Available
Partner Product Available with Future Releases
Collaborative Business Map Available
Sxx, Vxx, Bxx SAP Product & Service
Pxx Partner Product
For more information see: http://www.sap.com
Define Requirement
Determine Need
(S64, S47)
Funds Check (S64,
S47, S175)
Combine
Requirements (S64,
S47)
Acquisition Planning
(S64, S47, S175)
Purchase Request
(S47, S175)
Process Purchase
Request to the
Buying Office (S47,
S65)
Assigned
Buyer/Contract
Specialist (S175,
S47)
Market Research
Check Existing
Assets or Inventory
(S64)
Check Required
Sources (S47)
Check Existing
Long-Term Ordering
Arrangements (S47)
Conduct Market
Survey (S47)
Validate Market
Survey Findings
(S47)
Information for
Bidders (S47, S175,
B20)
Assess Responses
from Potential
Bidders (S46)
Synopsis & RFx
Solicitation Synopsis
(S172)
Vendor/Bidder
Registration (S172,
S47)
Develop
Criteria/Plan (S172)
Build Solicitation
(S172)
Pre-Solicitation
Contact with
Potential Bidders
(S172, S175, B20)
Issue Solicitation
(S172)
Solicitation Inquiries
(S172)
Version
Management
(Amendments &
Modifications)
(S172)
Evaluate Responses
Bid/RFP Responses
(S172, S175)
Evaluate Business &
Technical Proposals
& Past Performance
(S64, S47)
Request
Clarifications &
Determine
Competitive Range
(S64, S47)
Notify Exclusions &
Perform Pre-Award
Debriefing (S172)
Communications
with Bidders (S64,
S172, S62)
Receipt of Final
Proposal Revisions
(S172, S175)
Pre-Award Surveys
& Approvals (S175,
S172)
Source Selection
Decision (S175,
S62)
Issue Purchase
Order or Contract
Obligate Funds
(S175, S172, S60)
Prepare Award
(S172, S175)
Government
Reporting of
Purchase Order or
Contract Award
Information (S172,
S175, B12)
Distribute Purchase
Orders or Contracts
Document (S172)
Perform Post-Award
Debriefing (S175)
Address Post-Award
Protest (S175)
Monitor
Performance/Contra
ct Administration
Conduct Post-Award
Orientation (S175)
Inspect & Accept
Goods/ Services
(S175, S63)
Process Contract
Changes (S172)
Prepare
Management Award
Information (S172,
B12)
Receive & Approve
Invoice (S60, S172)
Process Payment
(S172, S60)
Initiate Closeout
Procedures (S172,
S175)
Inventory
Management
Stock Management
on a Quantity &
Value Basis (S64)
Goods Movements
(S64)
Physical Inventory
(S64)
Materials Planning
(S64, S1)
Warehouse
Management (S64)
Public Sector / 8, 07 December 2004
Public 8ector
Constituent Services
SAP Product Available
SAP Product Available with Future Releases
Future Focus
Partner Product Available
Partner Product Available with Future Releases
Collaborative Business Map Available
Sxx, Vxx, Bxx SAP Product & Service
Pxx Partner Product
For more information see: http://www.sap.com
Multi-Channel
Service Request
Interactive Forms
(S14)
Interface for
Scanned Paper-
Forms (S14)
Request Creation by
Employee (S14)
Request Creation by
Third Party (S14)
Interagency Service
Request (S14)
Request Processing
Rule-Based Entry
Checking (S14)
Exception Handling
(S14)
Approval Processes
(S14)
Status Management
(S14)
Case Management
(S14)
Workflow (S14)
Rule-Based Process
Control (S14)
Activity
Management (S14)
Correspondence
(S14)
Service Delivery
Issue of Official
Notification (S14,
B29)
Service Planning &
Execution (S14)
Creation &
Management of
Permits, Licenses,
etc. (S14)
Billing & Accounting
Calculation of Fees
& Penalties (S14)
Billing of Fees &
Penalties (S14)
Transfer of Billing
Results to
Constituent's
Financial Account
(S14, S174)
Renewal & Periodic
Processes
Periodic Billing
(S14)
Automatic Renewal
Processing (S14)
Inquiries
Call Center (S14)
Online Inquiry (S14)
Process Status
Information (S14)
Financial Status
Information (S174)
Security &
Authentication
Registration
Services (S14)
Digital Signature
(S14)
Security Standards
(S14, B28)
Authorizations (S14,
B28)
Public Sector / 9, 07 December 2004
Public 8ector
Tax & Revenue Management
SAP Product Available
SAP Product Available with Future Releases
Future Focus
Partner Product Available
Partner Product Available with Future Releases
Collaborative Business Map Available
Sxx, Vxx, Bxx SAP Product & Service
Pxx Partner Product
For more information see: http://www.sap.com
Registration
Debtor/Taxpayer
Registration (S174,
S14, B25)
Relations/Address
Management (S174,
S14)
Admission/Licensing
(S14)
Tax Filing
Multi-Channel Tax
Filing (S14)
Filing Compliance
Handling (S174)
Return Processing
Tax Calculation
(S14)
Return
Reconciliation, Tax
assessment (S14)
Tax Billing (S14,
S174)
Workforce
Management
Billing of Properties
(S201, S174)
Payments &
Collections
Debit & Cash
Collection
Management (S174)
Interest/Penalty
Calculation &
Dunning Procedures
(S174)
Creditworthiness
Assessment (S174,
S182)
Interactive
Collections
Management (S174,
S14)
External & Internal
Collection Agency
Integration (S174)
Taxpayer
Accounting &
Services
Open-Item
Management:
Offset, Deferrals,
Write-Offs, Interest
Calculation
Procedures (S174)
Refunds/Credits
(S174)
Communication &
Correspondence
Handling (S174)
Taxpayer/Debtor
Inquiry & Call Center
(S14)
Taxpayer/Debtor
Self Service (S170)
Dispute
Management (S183,
S174)
Compliance Case
Investigation &
Enforcement
Compliance Case
Detection (B12)
Case Structure
Definition &
Hierarchy (S14)
Case Registration
(S14, B5, P9)
Workforce
Management (S14)
Case Processing
(S14, P9)
Alert Functions &
Escalation Handling
(S14)
Forms & Documents
(B5, S14, B29,
P221)
Access
Authorization (B28)
Revenue
Accounting
General Ledger
Accounting (S22)
Funds Management
(S60)
Tax/Revenue
Distribution (S174)
Reporting &
Analysis (B12)
Appraisal &
Geographical
Information System
(GIS) Interfaces
(P36)
Performance
Benchmarking (B12)
Public Sector / 10, 07 December 2004
Public 8ector
Public Security
SAP Product Available
SAP Product Available with Future Releases
Future Focus
Partner Product Available
Partner Product Available with Future Releases
Collaborative Business Map Available
Sxx, Vxx, Bxx SAP Product & Service
Pxx Partner Product
For more information see: http://www.sap.com
Border &
Transportation Security
Trade Account &
Contact Management
(S14)
Significant Event
Tracking (S14)
Global Trade
Compliance (S56)
Cargo & Visitor
Selectivity & Inspection
(S14, S34, S65)
Foreign Trade Zone
Management (S57, S7)
International Trade
Analytics & Decision
Support (B12)
Emergency Personnel
Preparedness
Public Security Strategic
Document (S175, B16)
Concept of Operations
(S175, P36, B20)
Force Structure (S173)
Identification of
Resource Requirements
(S173, S70)
Scheduling of
Emergency Force Goal
Implementation (S62,
S70)
Materials & Equipment
Planning (S64, S1)
Stock Management on a
Quantity & Value Basis
(S64)
Emergency Services
Personnel Analysis
(S61)
Online EMS Training
(S24)
Geographic Information
Analysis (P36, B12)
Incident Response &
Case Management
Record/Case Structure
Definition & Hierarchy
(S175)
Case Registration (S14,
B5, S175, P9, P24)
Case Processing (S14,
B20, B7, P24, P9)
Shared & Personal
Notes (S175)
Proxy & Substitution
(B28)
Alert Functions &
Exception/Escalation
Handling (B28)
Forms & Documents
(B5, S14, B29, P221)
Information
Classification (S175)
Folder Contents Search
& Retrieval (B28, S175,
P9)
Fees & Billing (S14)
Time & Expense
Recording (S61, S60,
P78, P75)
Inquiries & Reporting
(S14, B12, P205)
Access Authorization
(B28)
Records Creation,
Retention, Storage, &
Disposition Schedule
(S175, P9)
Stockpile Management
Collaborative Planning &
Forecasting (S1, S51)
Exchange Data with
Suppliers (S1, S51)
Automatic Purchase
Order Generation for
Vendor-Managed
Inventory (S1, S51, S64)
Requisition & Purchase
Order Management
(S48, S1)
Inventory Management
(S64)
Warehouse
Management (S6, S64)
Radio
Frequency/Barcoding
(S6, S64)
Supply Orders (S54)
Product Configuration
(S51)
Product Availability
(S51)
Material Safety Data
Sheet (MSDS) Shipping
(S38, S67)
Dangerous Goods
Documents (S38, S67)
Information Sharing &
Analysis
Collaborative Planning
(B20, S62)
Business Intelligence
(B12, S14, S51, S34,
S22, S23, S47, B20)
Performance
Measurement (S22)
Strategic Planning &
Simulation (S22)
Collaborative Project
Management (B20, S62)
Web-Based Reporting
(B12, B20)
Business Process
Performance Analysis
via KPI Value Reporting,
Balanced Scorecard
Modelling (B12)
Geographic Information
Analysis (P36, B12)
Data Modeling,
Extraction, & Mining
(B12, B13, B15)
Enterprise Architecture
Personalization (B20)
Collaboration (B20)
Role Based Content
(B20)
Multi Channel Access
(B26, B28, B20)
Knowledge Management
(S65, B24, B20)
Master Data
Management (B25)
Content Organization
(B12, B20, P18)
Government Data
Exchange (B21)
Productive Development
(B28, B11, B30, B33,
B8, B32)
Openness &
Interoperability (B28)
Reliable Operation (B28,
B17)
Security (B28, B8, P48)
Platform Architecture
(B28, B20, B26, B33)
Life-Cycle Management
(B4, B8, B30, B33,
V152, B32)
Composite Application
Framework (B10, B20,
B28, S69)
Public Sector / 11, 07 December 2004
Public 8ector
Government Programs
SAP Product Available
SAP Product Available with Future Releases
Future Focus
Partner Product Available
Partner Product Available with Future Releases
Collaborative Business Map Available
Sxx, Vxx, Bxx SAP Product & Service
Pxx Partner Product
For more information see: http://www.sap.com
National
Defense
Force
Planning
Sustain
Deployed
Operations
Acquisition
In-Service
Support
Line
Maintenance
Maintenance
Repair &
Overhaul
Material
Management
Personnel &
Organization
s
Infrastructure
Management
Financial &
Cost
Accounting
Energy, Water
& Waste
Management
Marketing
Sales
Interaction
Center
Generation
Transmissio
n &
Distribution
Energy
Capital
Management
Energy
Billing
Receivables
& Collections
Management
Collaboration
in
Deregulated
Markets
Human
Capital
Management
Airport & Port
Authority
Services
Sales &
Marketing
Engineering
&
Configuratio
n
Management
Maintenance
Planning
Spare Parts
& Tools
Management
Airframe
Maintenance
Engine &
Component
Maintenance
Human
Capital
Management
Public Health
Patient
Management
Diagnostics
& Therapy
Care
Management
Enterprise
Communicati
on
Support
Services
Insurance
Sales
Claims
Product In-
Force
Business
Management
Reinsurance
Asset
Management
Fuels
Management
Upstream
Supply
Manufacturin
g
Commercial
Sales,
Marketing &
Service
Service
Station &
Convenience
Retailing
Enterprise
Asset
Management
Education
Institutional
Development
Studies
Management
Student Life-
Cycle
Management
Institutional
Services
Grants
Management
Research
Management
Human
Resource
Management
Service
Providers
Professional
Services
Railways
Technical
Services
Postal
Services
(S14, S51)
e Government
Internet
Portal (B20)
Constituent
Services
(S14)
Constituent's
Personal
Record
(S175)
Information
Campaigns
(S14)
Online Tax
Filing (S14,
S174)
Constituent's
Financial
Account
(S174)
e-
Democracy
(S14, B20)
e-
Procurement
(S47)
Social
Services
Client
Management
(S14)
Contact /
Referral
(S14)
Assessment
(S14)
Care Plan
Processing
(S14, S22)
Service
Delivery
(S14, S47)
Monitoring &
Review
(S14, B12)
Public Sector / 12, 07 December 2004
8olution Map Product Table
Key Description
B4 Business Configuration Sets
B5 Business Documents & Records
B7 SAP NetWeaver: SAP Web AS: SAP Business Workflow
B8 Computing Center Management System
B9 Data Transfer and Migration Tools
B10 J2EE
B11 Modification Assistant / Note Assistant
B12 SAP NetWeaver: SAP Business Intelligence
B13 SAP NetWeaver/ SAP Business Intelligence: SAP Ascential
B15 SAP NetWeaver: OpenHub (SAP BI)
B16 mySAP Enterprise Portal: Collaboration
B17 Quick Sizer
B20 SAP NetWeaver: SAP Enterprise Portal
B21 SAP NetWeaver: SAP Exchange Infrastructure
B24 SAP Knowledge Warehouse
B25 SAP NetWeaver: SAP Master Data Management
B26 SAP NetWeaver: SAP Mobile Infrastructure
B28 SAP Web Application Server
B29 Smart Forms
B30 Software Installation & Upgrade Tools
B32 Test Workbench / eCATT
B33 Transport System
Public Sector / 13, 07 December 2004
8olution Map Product Table
Key Description
S1 Advanced Planning & Scheduling (applies to mySAP SCM)
S5 mySAP ERP: e-Recruting
S6 Event Management Engine (applies to mySAP SCM)
S7 Extended Warehouse Management (applies to mySAP SCM)
S8 SAP Financial Supply Chain Management (applies to mySAP ERP)
S14 mySAP Customer Relationship Management
S21 mySAP Customer Relationship Management: SAP Workforce Optimization
S22 mySAP Financials
S23 mySAP Human Resources
S24 mySAP ERP: SAP Learning Solution
S34 mySAP Product Lifecycle Management
S38 mySAP Product Lifecycle Management: SAP Environment, Health and Safety
S46 mySAP Supplier Relationship Management: Strategic Sourcing
S47 mySAP Supplier Relationship Management
S48 mySAP Supplier Relationship Management: e-Procurement
S51 mySAP Supply Chain Management
S52 mySAP ERP: SAP Payroll Processing
S53 Purchase Order Processing (applies to mySAP SCM/mySAP SRM)
S54 Sales/Service Order Processing (applies to mySAP CRM)
S56 SAP Global Trade Services: SAP Compliance Management
S57 SAP Global Trade Services: SAP Customs Management
S59 SAP R/3 Enterprise / mySAP ERP / mySAP Customer Relationship Management
Public Sector / 14, 07 December 2004
8olution Map Product Table
Key Description
S60 SAP R/3 Enterprise / mySAP ERP / mySAP Financials
S61 SAP R/3 Enterprise / mySAP ERP / mySAP Human Resources
S62 SAP R/3 Enterprise / mySAP ERP / mySAP Product Lifecycle Management
S63 SAP R/3 Enterprise / mySAP ERP / mySAP Supplier Relationship Management
S64 SAP R/3 Enterprise / mySAP ERP / mySAP Supply Chain Management
S65 SAP Records Management
S66 myERP: SAP Tutor
S67 SAP xApp Emissions Management
S69 SAP xApp Product Definition
S70 SAP xApp Resource & Program Management
S128 SAP In-house Cash
S130 SAP Treasury & Risk Management
S170 SAP for Public Sector: SAP e-PSCD
S172 SAP for Public Sector: SAP Government SRM
S173 SAP for Public Sector: SAP Planning & Support of Deployed Operations
S174 SAP for Public Sector: SAP Public Sector Collection & Disbursement (PSCD)
S175 SAP for Public Sector: SAP Public Sector Records Management
S182 SAP for Telecommunications: SAP Credit Management
S183 SAP for Telecommunications: SAP Dispute Management
S201 SAP Real Estate Management
V42 SAP Consulting Solution of SAP Subsidiary Germany (LGD)
V152 SAP Solution Manager
Public Sector / 15, 07 December 2004
8olution Map Partner nterface Table
Key Description
P2 Activity-Based Costing - Modeling and Simulation
P3 Activity Based Costing Interface
P6 Advanced Data Collection, Mobile Computing
P9 Archiving, Imaging Software
P14 Computer Aided Design
P18 Data Provider Integration - BW
P24 Document Management System
P34 Financial EDI - Electronic Banking
P36 Geographical Information Systems
P48 Network Security
P63 Reporting Tools, OLE DB for OLAP - BW
P70 SWIFT MT940 Bank Statement
P75 Time and Attendance
P78 Travel Management Credit Card Clearing
P205 Reporting Tools - R/3
P221 Form Printing SAP Smart Forms
Model de proces de bugetare din SAP for Public Sector
Primar / Viceprimar Departamentul Bugete Departament X
Pregatirea procesului de
bugetare
Initierea procesului de
planificare (bottom-up)
Initierea procesului de
planificare (bottom-up)
Transmiterea cererii pentru
buget
Verificarea si consolidarea
planificarii departamentelor
Transmiterea propunerii de
buget
Transmiterea propunerii de
buget
Aplicarea modificarilor/
reducerilor de buget
Aplicare rectificari/reduceri de
buget
Aprobare finala
Deblocare buget
Introducere valori buget
aprobat in sistemul
operational
Capitolul 3
Structura de principiu a sistemului IT&C n
Administraia Public cu un CONTACT
CENTER
Interaciunea i cenelele de comunicaii
pentru:
- Consolidarea interna a aplicaiilor i bazelor de
date n APL
- Locul i rolul CALL CENTER inima
comunicaiilor cu mediul
CALL CENTER CONTACT CENTER
sinteza serviciilor oferite
Exemplu de acces pe un meniu de rspuns
de voce interactiv IVR, la informaiile unui
Call Center din sfera serviciilor publice
STRUCTURA DE PRINCIPIU A SISTEMULUI IT&C
LAN SERVER
Baze de
date
AGENT
Unitate Satelit 1
LAN SERVER
Baze de
date
AGENT
Unitate Satelit 2
Circuite fizice
FO, fir, Radio
Unitate Satelit ...n
IC Interfata de comunicatii pentru sistemul intern
CALL CENTER
de Urgenta
Centrul 112
Politie
Salvare
Pompieri
CALL CENTER
de Utilitati
Energie electrica
Gaze naturale
CALL CENTER
de Indrumarea
Cetatenilor
Centre de
Consiliere
CETATENI
INSTITUTII
AGENTI ECONOMICI
Comunicare pe toate canalele de
comunicatii publice sau private
APELANTI APELANTI
NUCLEU
Centre de apel cooperante cu CONTACT CENTER al Administratiei Publice
Baze de date PORTAL WEB
Servere de
Aplicatii
LAN
AGENTI
NOD de comunicatii
de banda larga
PABX
Call Center
Aplicatie PORTAL
Specializata
Ex. ...
Unitatea
subordonata 1
AGENT S1
Activitatea 1
Unitatea
subordonata 2
AGENT S2
Activitatea 2
Unitatea
subordonata 3
AGENT S3
Activitatea 3
Unitatea
subordonata n
AGENT Sn
Activitatea n
.
.
.
Aplicatie PORTAL
Specializata
Ex. Taxe
Aplicatie PORTAL
Specializata
Ex. Asociatii de locatari
Aplicatie PORTAL
Specializata
Ex. ...
INTERNET
Intranet (VPN)
Retea de comunicatii
de banda larga interna
Tehnologie TRIPLE
PLAY
Aplicatie generala
de tip PORTAL
Structura Informatica de Acces
Baze de date
Si
Aplicatii
INTERNET
Acces prin
INTERNET
Aplicatii de interogare CTI
(Computer Telephony Integration)
PABX
CALL CENTER
- Voce analogica
- Voce VOIP
- Voce ISDN
TRIPLE PLAY
Concentrator
Voce (VOIP)
Voce (ISDN)
Date si Internet
Video (VoD) si
Streaming
Suport
xDSL
Fibra Optica
Radio
CORE
CALL CENTER
CONTACT CENTER
Agenti / Supervizori
Retele si operatori de
telefonie (voce) fixa
sau mobila
Acces prin
INTERNET
Acces prin mijloace
telefonice
APELANTI din mediul EXTERN
Cetateni, Institutii, Mediul economic
Administratie Consiliul Local , Primarie
Directii si Servicii de Specialitate
Structura de servere de servicii
Structura de servere de aplicatii
VOCE
INTERNET
Baze de
Informatii
FISIERE
- voce
- texte
- figuri
- video
Canal de capacitate mica
- telefon analogic
- telefon digital
(ISDN)
- telefon mobil
- telefon VOIP
- pagina web
- portal
- e-mail
- chat
- video multimedia
Canal de capacitate
medie si mare
CALL Center / Contact Center
Voce
- agenti mari
- voce preinregistrata
- fisiere WAV, MP3
Date
- texte, imagini, fisiere
DOC, XLS, PDF,etc.
- expuneri secventiale
- conversatii scrise chat
Video
- video fisiere MPEG
- video conferinte
- video streaming
- VoD Video on Demand
Aplicatii
CTI /
TAPI
RESURSE INFORMATICE
TIPURI DE SERVICII SI CANALE DE ACCES LA UN CALL CENTER / CONTACT CENTER
APEL
1
2
3
4
1
2
3
4
5
1
2
3
4
1
2
3
4
5
6
7
8
1
2
1
2
1
2
3
4
5
1
2
3
4
5
1
1
2
Tarife energie electrica
Tarife prestari servicii
Tarife casnici
Tarife agenti economici
Schimb tarif casnici
Schimb tarif agenti economici
Tarife contracte casnici
Tarife contracte agenti economici
Tarife contracte perioade determinate
Tarife racordari ocazionale
Tarife prestari servicii
3 Informatii contractare
Documente necesare pentru contracte noi
Documente necesare recontractare
Documente necesare schimbare titular
Documente necesare pentru neplata
4 Avize racordare
Documente pentru eliberare aviz casnic existent
5 Avize edilitare
6
Facilitati pentru
consumatori
Documente pentru eliberare aviz casnic spatiu nou
Documente pentru eliberare aviz mic consumator spatiu existent
Documente pentru eliberare aviz mic consumator spatiu nou
Documente pentru eliberare aviz mare consumator spatiu nou
Documente pentru eliberare aviz mare consumator spatiu existent
Documente pentru eliberare aviz consumatori care se separa dintr-un MC
Documente pentru eliberare aviz subconsumator
Obtinerea avizului de amplasament
Obtinerea avizului edilitar
Schimbare tarif
Anulare taxa radio - TV
Nivel taxa TV pe categorii de platitori
Nivel taxa RADIO pe categorii de platitori
Scutiri persoane fizice
Scutiri persoane juridice
Mod de aplicare a scutirilor
Deranjamente
Adrese si telefoane filiala Muntenia Sud
Adrese si telefoane sucursala Bucuresti + CRC-uri
Adrese si telefoane sucursala Ilfov + CRC-uri
Adrese si telefoane sucursala Giurgiu + CRC-uri
3
4
1
Informatii generale
2 Taxe Radio - TV
Adrese si telefoane
utile
Furnituri Mesaj
Explicatii
9636
Adrese telefoane
CRC-uri
Acces in Meniul
Principal
Capitolul 4
Schema de principiu a fluxului
informaional CALL CENTER CONTACT
CENTER construit n reele de band larg
BROADBAND
Scheme de principiu pentru infrastructura
CALL CENTER / CONTACT CENTER i
suportul consolidat de IT&C n
Administraia Public Local
Aplicatii
si
Baze de Date
Software de
acces
Si
Interogare
BD
SAP pentru
Administratie
Software WEB
Aplicatie pilot
Structura hardware de Servere
si Baze de Date
CALL CENTER
Monitorizare
RETEA
METROPOLITANA
Interfete de Acces
APELANTI
INFRASTRUCTURA
DE COMUNICATII
Software
DATE SI APLICATII
Agenti
infrastuctura
Structura Hardware si
Software de management
1 2
3
4
5
Proiect tehnic
de retea
Aplicatia Triple Play
Conexiuni si Aplicatii -
Descriere
TN 9400 Triple Play
RETEA METROPOLITANA
Server
O
p
e
r
a
t
o
r
i

p
u
b
l
i
c
i
d
e

c
o
m
u
n
i
c
a
t
i
i
SCHEMA DE PRINCIPIU A FLUXULUI INFORMATIONAL CALL CENTER / CONTACT CENTER
CONSTRUIT IN RETELE DE BANDA LARGA - BROADBAND
5.1. Clasice de voce
telefoane fixe / mobile IVR
5.2. Aplicatii VoIP
5.6. Aplicatii VPN
5.4. Aplicatii Internet
*Chat
*e-mail
5.5. Aplicatii WEB PORTAL
5.3. Aplicatii Video Conferinta
APLICATII
CONEXIUNI
5.7. Conexiuni fir cupru
* analogice
* digitale
* xDSL - Broadband
5.8. Conexiuni HFC
* TV si Internet
5.9. Conexiuni FO
* Broadband de mare
capaciate
5.10. Conexiuni radio
O mare varietate tehnologica
GSM, 3G, EDGE, CDMA, OFDM,
WLAN, WiMax, MMDS, LMDS,
etc.
ND FO
KSOM
ND FO
KSOM
N
D

F
O
K
S
O
M
N
D

F
O
K
S
O
M
N
D

F
O
K
S
O
M
MPFO
-04
FO
3x10/100
ETHERNET
2xFXS
VoIP
Fone Fone
LAN
MPFO
-04
FO
3x10/100
ETHERNET
2xFXS
VoIP
Fone Fone
LAN
MPFO
-04
FO
3x10/100
ETHERNET
2xFXS
VoIP
Fone Fone
LAN
MPFO
-04
MC
AP
MC
FO
3x10/100
ETHERNET
2xFXS
VoIP
Fone Fone
LAN
PoE
AC
PoE
AC
MPFO
-04
FO
6x10/100
ETHERNET
3xFXS
VoIP
Fone
LAN
Fone Fone
ADSL2+
3x10/100
ETHERNET
2xFXS
VoIP
Fone Fone
LAN
Cablu telefonic
circuit inchiriat
ADSL2+ 8 porturi
Control
Bay Networks
Server VoD Server SIP Server Aplicatii Server WEB&
Mail
Data
Base
Data
Base
Data
Base
Data
Base
1 2 3
4 5 6
7 8 9
* 8 #
PC Phone
i2050
1 2 3
4 5 6
7 8 9
* 8 #
1 2 3
4 5 6
7 8 9
* 8 #
IP Phone
i2002, i2004
IP Phone
i2002, i2004
HDSL Modem
Amplasamente
Amplasamente
18 ND - Noduri de Distributie de FO - Fibra Optica cu 40 de Amplasamente
AT-RG 613 RH
AT-RG 613 RH
AT-RG 613 RH
AT-RG 613 RH
GRUP DE
AMPLASAMENTE ALE
UNUI NOD DE
DISTRIBUTIE (ND) DE FO
Amplasamente
AT-RG 656 RH
Patch Cord
Patch Cord
Patch Cord
Patch Cord
Patch Cord
AT-RG 634 RH
AT-TN 9400
TN 251GF
TN 107A TN401B
TN 112A
TN 301A / TN P001A GBIC SPF
AMPLASMENTUL
PRINCIPAL
Patch Panel 96 porturi FO
CMS 07-01 EN
Patch Panel 96 porturi FO
CMS 07-01 EN
3 x Switch
BayStack 460-24T
Switch Switch
3 x 1 Gbit
CIRCUITE REDUNDANTE FO SINGLE MODE 96 FIBRE
48 DE CIRCUITE DE FO FULL DUPEX CU REDUNDANTA TOPOLOGICA
CIRCUITE REDUNDANTE FO SINGLE MODE 96 FIBRE
10/100BaseT
Trunchiuri analogice
N
C

-
N
O
D

D
E

C
O
M
U
N
I
C
A
T
I
I
A
M
P
L
A
S
A
M
E
N
T
E

D
I
S
T
A
N
T
E
SCHEMA DE PRINCIPIU PENTRU INFRASTRUCTURA CALL CENTER / CONTACT CENTER SI SUPORT IT&C IN ADMINISTRATIA PUBLICA
Distributie pe canal
WIRELESS (FHSS, DSSS, OFDM)
de la 1 la 100 Mbps
pentru amplasamente distante izolate
Modem Bank
Laptop computer Voice & Data Terminal
WLAN
Access Point
2200
IP mobil
terminal
Connex / Orange
GSM 3G
ZAPP Ev-Do
Interfete operatorii de telefonie mobila
Utilizatori Call Center prin
operatorii de telefonie mobila
Telephone
Fax
Telephone
analogic
Telephone
analogic
Telephone
analogic
PSTN
Utilizatori
Call Center prin
operator de telefonie fixa
analogica sau digitala
HDSL Modem
Trunchiuri analogice
PRI / E1
ROUTER Flux 2 Mbps
Internet
Utilizatori Call Center
Portal Contact Center
prin Internet
Voce
Date
Chat
e-mail
BCM 400
Call Center
Voice Messaging
IVR
Sys Management
Telefoane digitale
Capitolul 5
ELEMENTE TEHNOLOGICE DE REALIZARE
Canale fizice de comunicaii
- Reeaua de fibr optic ca principal mediu de
transmisie ntre amplasamentele APL din
distribuia geografic
- Schema de conectare redundant topologic
- Schema de conectare a unui amplasament i
cutiile de distribuie
- HARTA traseului de fibr optic (Anexat)
Capaciti i soluii broadband moderne i
performante
- Soluia Triple Play pentru voce, date i video
(VoD)
- Infrastructura de distribuie Triple Play
- Echipamentul AT-TN9400
- Adresarea IP ntr-o soluie Centric IP
- Prezentarea echipamentelor din cadrul
demonstraiei practice funcionale AT-TN9400 i
echipamentul AT-TN9700 (extins)
- Structura reelelor radio broadband pentru
amplasamentele izolate
CALL CENTER hardware i software
- Structura Call Center din nodul central de
comunicaii
- Convergena reelelor n tehnologia Centric IP
- Anatomia complet i modulele unei soluii
BCM400
- BCM Bussines Communication Manager 3.6
module i funciun
56
51
52
53
34
35
30 15 28 39 42 23
19 47 24 49
40
13 14
11
12
50 29 20 38 46
31
55 18
40
41
25
37
45
27
44
6
7
CD3 CD2 CD1 CD4 CD5 CD6 CD7
C
D
9
CD10
C
D
1
1
CD13 CD14 CD15 CD16
C
D
1
7
CD18
NC
43
16
54
5, 36
17
1
2
3
4
21
CD12
C
D
8
Romtelecom
33 22 32 26
8
9
10
AP WB SA
S
T
G
D
R
STRUCTURA INELULUI DE FIBRA OPTICA SI GRUPAREA AMPLASAMENTELOR IN CLUSTERE
Circuite fir
telefonic inchiriat
Circuite radio WLAN
Circuite fibra optica
Circuite fibra optica
Amplasamente
Circuite fir telefonic
inchiriat
Solutia topologica de legare a celor 43 de amplasamente distribuite geografic se face intr -un inel (ring) cu posibilitati de
conectare redundante topologic din care sunt utilizate 86 de fibre pe un cablu de fibra optica de 96 de fibre (48 de
perechi) conform schemei.
Patch panel FO
cu 96 de porturi
Patch Panel FO
cu 96 de porturi
43
1 2
42
n
RING
PP1
PP2
Patch Panel FO
pentru 4 fibre per
amplasament
(2 stanga / 2 dreapta)
1 2 3 43
CABLU DE FIBRA OPTICA CU 96 DE FIBRE
SCHEMA DE DISTRIBUTIA FIBRELOR PE AMPLASAMENTE
Patch Panel FO
pentru 4 fibre per
amplasament
(2 stanga / 2 dreapta)
LAN
UTILIZATOR
Amplasament utilizator N
Echipament activ
pentru utilizator
conectat la FO
CD Cutie de Distributie (closure) din
traseul cablului de FO
UTP
INELUL DE
FIBRA OPTICA
(ramura de baza)
Patch cord
Patch cord
Cablu secundar si Patch cord
INELUL DE FIBRA
OPTICA
(ramura redundanta)
PatchPanel de FO
din Nodul de Comunicatii
(legatura de baza)
ELEMENTUL ACTIV DE
DISTRIBUTIE
AT-TN 9400 Triple Play
PatchPanel de FO
din Nodul de Comunicatii
(legatura redundanta)
Tava Splicing
Cablul principal
din inelul de FO
cu 96 de fibre
CUTIE DE DISTRIBUTIE PENTRU
UNUL SAU DOI UTILIZATORI
Cablu secundar si Patch cord
Utilizator 1 Utilizator 2
Cabluri secundare
cu 4 fibre
(CLUSTER MIC)
FIG1. SCHEMA DE PRINCIPIU PENTRU CONECTAREA UNUI AMPLASAMENT
UTILIZATOR LA INELUL DE FO
Cabluri secundare
cu 4 fibre
Tava Splicing
Cablul principal
din inelul de FO
cu 96 de fibre
CUTIE DE DISTRIBUTIE PENTRU
PATRU SAU MAI MULTI UTILIZATORI
U1 U2 U3 U4
(CLUSTER MARE)
FIG2. FIG3. - SCHEMA CUTIILOR DE DISTRIBUTIE (CLUSTERE)
ND FO
KSOM
ND FO
KSOM
N
D
F
O
K
S
O
M
N
D

F
O
K
S
O
M
N
D

F
O
K
S
O
M
MPFO
-04
FO
3x10/100
ETHERNET
2xFXS
VoIP
Fone Fone
LAN
MPFO
-04
FO
3x10/100
ETHERNET
2xFXS
VoIP
Fone Fone
LAN
MPFO
-04
FO
3x10/100
ETHERNET
2xFXS
VoIP
Fone Fone
LAN
MPFO
-04
MC
AP
MC
FO
3x10/100
ETHERNET
2xFXS
VoIP
Fone Fone
LAN
PoE
AC
PoE
AC
MPFO
-04
FO
6x10/100
ETHERNET
3xFXS
VoIP
Fone
LAN
Fone Fone
ADSL2+
3x10/100
ETHERNET
2xFXS
VoIP
Fone Fone
LAN
Cablu telefonic
circuit inchiriat
ADSL2+ 8 porturi
Control
Server VoD Server SIP Server Aplicatii Server WEB&
Mail
Data
Base
Data
Base
Data
Base
Data
Base
Amplasamente
Amplasamente
18 ND - Noduri de Distributie de FO - Fibra Optica cu 40 de Amplasamente
AT-RG 613 RH
AT-RG 613 RH
AT-RG 613 RH
AT-RG 613 RH
GRUP DE
AMPLASAMENTE ALE
UNUI NOD DE
DISTRIBUTIE (ND) DE FO
Amplasamente
AT-RG 656 RH
Patch Cord
Patch Cord
Patch Cord
Patch Cord
Patch Cord
AT-RG 634 RH
AT-TN 9400
TN 251GF
TN 107A TN401B
TN 112A
TN 301A / TN P001A GBIC SPF
AMPLASMENTUL
PRINCIPAL
Patch Panel 96 porturi FO
CMS 07-01 EN
Patch Panel 96 porturi FO
CMS 07-01 EN
Switch Switch
3 x 1 Gbit
CIRCUITE REDUNDANTE FO SINGLE MODE 96 FIBRE
48 DE CIRCUITE DE FO FULL DUPEX CU REDUNDANTA TOPOLOGICA
CIRCUITE REDUNDANTE FO SINGLE MODE 96 FIBRE
SCHEMA DE PRINCIPIU PENTRU INFRASTRUCTURA DISTRIBUITA TRIPLE PLAY
CALL CENTER / CONTACT CENTER, SUPORT IT&C IN ADMINISTRATIA PUBLICA
Distributie pe canal
WIRELESS (FHSS, DSSS, OFDM)
de la 1 la 100 Mbps
pentru amplasamente distante izolate
A
M
P
L
A
S
A
M
E
N
T
E

D
I
S
T
A
N
T
E
B
A
T
E
R
I
A

D
E

S
E
R
V
E
R
E
Catre BCM 400 / 3.6
EPSR
9700
192.168.10.50
9400
192.168.10.51
AR440 AR440
8.0
8.1 8.2
8.3
11.0
0.0 0.1
11.0 11.1
7.0
RG634
blocked
RG634
8350
11.2
49
Mgmt Voice
1-10
11-20
21-30
Data
AR745
H.323
Softswitch
192.168.30.
100
AlliedView
NMS
192.168.10.2
Allied Telesyn
ZTC
192.168.10.3
PPPoE
Concentrator
192.168.10.60 192.168.10.61 192.168.10.62 192.168.10.63
192.168.10.64
192.168.10.65
192.168.10.40
192.168.20.1
Management Data PtP 1 PtP 2 PtP 3 Voice
Device Type VLAN10 blue VLAN20 green VLAN21 grey VLAN22 grey VLAN23 grey VLAN30 red
PPPoE concentrator AR745 NA 192.168.20.1 NA NA NA NA
Open H323 server NA NA NA NA NA 192.168.30.1
Allied View NMS server 192.168.10.2 NA NA NA NA NA
RG1 RG613 192.168.10.11 NA NA PtP NA 192.168.30.11
RG2 RG613 192.168.10.12 NA NA PtP NA 192.168.30.12
RG3 RG634 192.168.10.21 NA PtP NA NA 192.168.30.21
RG4 RG634 192.168.10.22 NA PtP NA NA 192.168.30.22
AR1 AR440 192.168.10.31 NA NA NA PtP 192.168.30.31
AR2 AR440 192.168.10.32 NA NA NA PtP 192.168.30.32
pantel9700 9700 192.168.10.50 NA NA NA NA NA
pantel9400 9400 192.168.10.51 NA NA NA NA NA
PANTEL Demonstration Network
Date:
Title:
File: Pantel-demo.vsd
Pantel Demo Network
March 24, 2005 Drawn By:
Project:
Company: Pantel, Budapest, HU
Pantel
Curt Rask
POE
Station Adapter
DWL 7700AP
1.275 EURO
Power over Eth
DWL P100
50 EURO
Repeter
DWL 7700AP
1.275 EURO
Access Point
DWL 7700AP
1.275 EURO
POE
Media
Convertor
Patch cord FO
Media Convertor
DE-856ST
100 EURO
POE
Station Adapter
DWL 7700AP
1.275 EURO
Power over Eth
DWL P100
50 EURO
Repeter
DWL 7700AP
1.275 EURO
Access Point
DWL 7700AP
1.275 EURO
POE
Media
Convertor
Patch cord FO
Media Convertor
DE-856ST
100 EURO
POE
Station Adapter
DWL 7700AP
1.275 EURO
Power over Eth
DWL P100
50 EURO
Repeter
DWL 7700AP
1.275 EURO
Access Point
DWL 7700AP
1.275 EURO
POE
Media
Convertor
Patch cord FO
Media Convertor
DE-856ST
100 EURO
Media
Convertor
Echipament
de capat
utilizator
RG600
Media
Convertor
Echipament
de capat
utilizator
RG600
Media
Convertor
Echipament
de capat
utilizator
RG600
Connex / Orange
GSM 3G
ZAPP Ev-Do
Interfete operatorii de telefonie mobila
Utilizatori Call Center prin
operatorii de telefonie mobila
PSTN
Utilizatori
Call Center prin
operator de telefonie fixa
analogica sau digitala
HDSL Modem
Trunchiuri analogice
PRI / E1
Modem Bank
Laptop computer Voice & Data Terminal
WLAN
Access Point
2200
IP mobil
terminal
1 2 3 4 5 6 7 8 9
* 8 #
1 2 3 4 5 6 7 8 9
* 8 #
1 2 3 4 5 6 7 8 9
* 8 #
IP Phone
i2002, i2004
IP Phone
i2002, i2004
Telephone
analogic
Fax
Telephone
analogic
Telephone
analogic
Telephone
analogic
Fax
ASM8+
Telefoane digitale Telefoane digitale
3 x DSM32+
DECT8
BASE STATION
DECT
Cell phone Cell phone Cell phone Cell phone
ACU ACU ACU ACU
ACU - Audio Conferencing Unit (TDM)
PS1 PS2
Software
Software
redundant
LAN1
intern
LAN2
extern
BCM 3.6 400
BASE
SYSTEM
2 LAN
REDUNDANT
GATM8
GATM8
BRI S/T
HDSL Modem
DTM PRI
ROUTER 2 Mbps
Internet
Utilizatori Call Center
Portal Contact Center
prin Internet
Voce
Date
Chat
e-mail
Catre
TN 9400 Triple Play
* canale FO
* canale ADSL2+
* canale DSSS IEEE 802.11g
STATION SITE
NETWORK SITE
Switch BayStack 460-24T
Switch BayStack 460-24T
1 Gbit
module
100 Mbps 100 Mbps
- Call Center Professional
- Multimedia Call Center
- Voice Messaging 32 seats
- Unified Messaging 8 seats
- FAX Messaging
- IVR Client Base Software License
- BCM IVR 8 seats
- IP Telephony Client 64 seats
- Lan CPE (CTI) 32 seats
- VPN 16 channels
- PPPoE
- VPIM / AMIS
- Network Configuration Management
SOFTWARE
STRUCTURA NODULUI CENTRAL
CALL CENTER
CONVERGENA REELELOR N TEHNOLOGIA CENTRIC IP
BCM200
BCM400
BCM400 EXTENSIE
MODULE
RETEA
GATM4 - 4 linii de trunchi
GATM8 - 8 linii de trunchi
BRI S/T - 4 linii ISDN BRI
DDIM - 2 linii T1 voce sau date
DTM - 1 linie T1 sau PRI
FEM - 6 linii FIBER OPTIC module
MODULE
TERMINALE
ASM8 - 8 porturi analogice
CMB 4x16 - 4 porturi analog + 16 digital
DSM16 - 16 porturi digitale
DSM32 - 32 porturi digitale
Terminale analogice
Terminale digitale
FAX
MODEM
TELEFON
5 modele digitale
Telefon public
Ethernet
TCP/IP
SWITCH
ROUTER
Switch si PoE
IP Phone cu alimentare
BCM 400 Remote
WLAN AP
IP Phone - 3 modele
Software Phone USB - 16 clienti inclusi
IP Phone
Frame Relay
Internet
ISDN BRI/PRI
PLACI
SERVICII
SPECIALE
APLICATII
ACTIVE DIN
TASTATURA
Apel auxiliar
Page - R
Page - Out
Music in Hold
CALL CENTER
Mesagerie Voce - voice mail
Fax suite
IVR - Interactive Voice Response
Managemant de sistem
MODEM V90
Remote Dial-up
INTERNET
Terminal VoIP Mobil
Laptop sau PC
Terminal VoIP - Voce si Date
PSTN
sau
Module
NORSTAR
ANATOMIA COMPLETA SI MODULELE UNEI SOLUTII BCM400
DECT base stn DECT set
Norstar
Station
Module
Main Chassis
NA BCM3.6 BCM400 Base System2 LAN, Standard NT7B10AAEW
NA BCM3.6 BCM400 Base System 2 LAN, Redundant NT7B10AAEX
Intl BCM3.6 BCM400 Base System 2 LAN, Standard NT7B10AAEY
Intl BCM3.6 BCM400 Base System 2 LAN, Redundant NT7B10AAFA
NA BCM3.6 BCM200 Base System 2 LAN, Standard NT7B10AAFB
Intl BCM3.6 BCM200 Base System 2 LAN, Standard NT7B10AAFC
Product Bundles
NA BCM 3.6 BCM200 Digital Station Bundle NTBU0757
- 16 Stations
NA BCM 3.6 BCM200 Digital Station NTBU0759
MCDN Bundle - 16 Stations
NA BCM 3.6 BCM200 IP Station Bundle - 16 Stations NTBU0760
NA BCM 3.6 BCM200 IP Set Package - 8 Stations NTBU0761
NA BCM 3.6 BCM200 IP Set Package - 16 Stations NTBU0762
NA BCM 3.6 BCM200 VoIP Starter - 8 Stations NTBU0765
NA BCM 3.6 BCM400 Digital Station Bundle NTBU0758
- 32 Stations
NA BCM 3.6 BCM400 IP Set Package - 32 Stations NTBU0763
NA BCM 3.6 BCM400 IP Set Package - 64 Stations NTBU0764
NA BCM 3.6 BCM400 VoIP Starter - 8 Stations NTBU0766
Expansion Cabinets
NA BCM Expansion Unit, Universal PS NT7B14AAAE
NA BCM Expansion Unit, Redundant PS NT7B14AAAF
Intl BCM Expansion Unit, Universal PS NT7B14AAAG
Intl BCM Expansion Unit, Redundant PS NT7B14AAAH
Media Bay Modules Station-Side
ASM - Analog Station MBM - 8 port NT5B16AAAE
ASM8+ - Analog Station MBM - 8 port NT5B16AAAF
CMB 4x16 - Combo 4 line + 16 digital station MBM NT5B42AAAA
DSM16+ - Digital Station MBM- 16 port NT7B08AAAL
DSM32+ - Digital Station MBM- 32 port NT7B09AAAD
Media Bay Modules Network-Side
GATM4 - Global Analog Trunk MBM- 4 port NT5B44BAAA
GATM8 - Global Analog Trunk MBM- 8 port NT5B44AAAA
BRI S/T - Basic Rate Interface MBM - 4 lines NT7B76AAAH
DDIM - Digital Drop & Insert MUX MBM NT5B52AAAA
DTM - Digital Trunk MBM NT5B04AAAD
FEM - Fiber Expansion Module NT7B07AAAC
DECT8 - DECT Interface MBM NT7B10AABN
DECT8 - DECT Interface MBM (U-LAW) NT7B10AADG
Analog Devices
ATA- 2 Analog Terminal Adapter NT8B90AAAF
Digital Telephones
T7100 Telephone Set Charcoal NT8B25AABL
T7100 Telephone Set Platinum NT8B25AABM
T7208 Telephone Set Charcoal NT8B26AABL
T7208 Telephone Set Platinum NT8B26AABM
T7316E Telephone Set Charcoal NT8B27JAAA
T7316E Telephone Set Platinum NT8B27JAAB
T24 Key Indicator Module Charcoal NT8B29AAAA
T24 Key Indicator Module Platinum NT8B29AAAB
Digital Doorphone with Steel Faceplate NT8B79FD
Digital Doorphone with Brass-color Faceplate NTAB9910
Norstar Audio Conferencing Unit NTAB2666
T7406 Cordless Telephone Set NT8B45AAAB
T7406 Cordless Telephone with Base Station NT8B45AAAA
T7406 Cordless Base Station NT8B45AAAC
Wireless VoIP
WLAN 2220 Access Point IEEE 802.11a/b FCC config. DR4001053
WLAN 2201 Mobile Adapter IEEE 802.11a/b FCC DR4019003
WLAN 2250 Security Switch (no power cord) DR4001A56
NetVision Phone KTNP4046100US
IP Telephones
i2050 USB Audio Kit NTEX14AC
i2050 Software Phone Client Software CD NTAB9803
(required when enabling more than 16 clients)
i2004 Charcoal Internet Telephone w/PS NTDU82AA70
i2004 Ethergray Internet Telephone w/PS NTDU82AA
i2004 Charcoal Internet Telephone NTDU82BA70
i2004 Ethergray Internet Telephone NTDU82BA
i2002 Charcoal Internet Telephone w/PS NTDU76AA70
i2002 Ethergray Internet Telephone w/PS NTDU76AB34
i2002 Charcoal Internet Telephone NTDU76BA70
i2002 Ethergray Internet Telephone NTDU76BB34
i2001 Ethergray Internet Telephone (icon keys) NTDU90AA34
i2001 Charcoal Internet Telephone (icon keys) NTDU90AA70
i2002 Ethergray Phase 2 Internet Telephone (icon keys) NTDU91AA34
i2002 Charcoal Phase 2 Internet Telephone (icon keys) NTDU91AA70
i2004 Ethergray Phase 2 Internet Telephone (icon keys) NTDU92AA34
i2004 Charcoal Phase 2 Internet Telephone (icon keys) NTDU92AA70
Power Splitters DY4311015
(1 reqd for every 12 power over LAN telephones)
BayStack 460-24T-PWR Power over Ethernet Switch AL2001E20
Upgrades
BCM 3.6 Software Upgrade Kit NTAB9950
BCM 3.6 Software Upgrade CD NTAB9949
BCM 3.6 Upgrade Authorization Code NTKC0123
BCM 3.0.1 Upgrade Kit with NTAB3508
Replacement Hard Drive (20GB)
BCM 3.0 Software Upgrade Kit NTAB3417
BCM 3.0.1 Software Upgrade CD NTAB9900
Documentation
BCM 3.6 Doc CD Kit NTAB9948
BCM 3.6 Doc CD Kit (French) NTAB9971
Part Numbers North America
Messaging 1 Seat 4 Seats 8 Seats 16 Seats 32 Seats 64 Seats Maximum Try & Buy
Voice Messaging NTKC0010 NTKC0011 NTKC0012 NTKC0013 NTKC0014 NTKC0015 NTKC0016 Yes
Unified Messaging NTAB3118 NTAB4071 NTAB4072 NTKC0007 NTKC0008 NTKC0009 NTAB4073 (100) Yes
IP Telephony Client NTKC0046 NTKC0047 NTKC0048 NTKC0049 NTKC0050 NTKC0051 Yes
(Maximum number of IP telephones is 90 per BCM)
CTI
LAN CTE NTKC0053 NTKC0054 NTKC0055 NTKC0056 NTKC0057 NTKC0058 NTKC0059 Yes
Call Center Seats NTKC0023 NTKC0024 NTKC0025 NTKC0074 NTKC0075 NTKC0026
(To be used to expand Professional Call Center > 20 agents)
VoIP Gateway 2 Trunks 4 Trunks 8 Trunks 16 Trunks 32 Trunks Try & Buy
NTAB3116 NTKC0060 NTKC0061 NTKC0062 NTKC0063 Yes
Call Center
Call Center Basic NTAB3107 (equipped with 10 seats, supports a maximum of 10 active and 20 configured agents)
Call Center Reporting 2.0 NTKC0122 (standard with Professional Call Center, optional with Basic Call Center)
Call Center Professional with Reporting 2.0 NTKC0126 (equipped with 20 seats, supports a maximum of 80 active and 150 configured agents)
Call Center Basic to Professional Upgrade NTKC0022
Call Center Basic to Professional Upgrade with Reporting 2.0 NTBU0748
Multimedia Call Center NTKC0044
Multisystem Management Try & Buy
Network Configuration Manager 3.6 Server/Client Software Products
BCM Network Configuration Manager 3.6 (250 systems) NTAB9963 Yes
BCM Network Configuration Manager 3.6 (1000 systems) NTAB9964 Yes
BCM Network Configuration Manager 3.6 (2000 systems) NTAB9965 Yes
BCM Network Configuration Manager 3.6 Upgrade (1000 - 2000 systems) NTAB9966 Yes
Networking Full Try & Buy Description
VPIM/AMIS NTKC0001 Yes Allows BCMvoicemail to be networked with other voicemail systems over the Internet (VPIM) or over analog trunks (AMIS)
MCDN/Q.SIG NTKC0002 Yes For networking another BCM, M1, or Norstar to provide centralized messaging, trunking, Attendant
Fax Full Try & Buy
Fax Messaging NTKC0017 Yes
Fax Overflow NTKC0018 Yes
Fax on Demand NTKC0019 Yes
Fax Suite NTKC0020 Yes Fax Suite includes Fax Messaging, Fax Overflow and Fax on Demand
Keycodes
Point to Point
Point to Point over Ethernet (PPPoE) NTKC0082
VPN
IPSec NTKC0045
Interactive Voice Response (IVR) Full
BCM IVR Client GUI RTU Software License NTAB9872
BCMIVR Host Communications Emulation NTKC0098
PeriProducer IVR 1.1 Application Kit NTAB4211
PeriStudio IVR 1.1 Audio Developer Toolkit NTAB4210
BCM IVR Run Time Engine - 2 channels NTKC0086
BCM IVR Run Time Engine - 4 channels NTKC0087
BCM IVR Run Time Engine - 8 channels NTKC0088
BCM IVR Run Time Engine - 16 channels NTKC0089
BCM IVR Run Time Engine - 24 channels NTKC0090
NN107261-012904
Media Bay Modules Station-Side
ASM8+ - 8 port
8 analog devices
0.25 loops
Analog Devices
(fax, modem, telephones)
Digital Telephones
(T7100, T7208, T7406, T7316E, T24)
Ethernet V.90 Modem
Keycode-Activated Applications
Media Services Card
IP Telephones
(i2001, i2002 &2004
with power supply)
i2050
Software for 16 i2050 clients
included with every BCM
USB headset required
IP seat license required
BayStack
460-24T-PWR Switch
IP Telephones
(i2002, i2004 with
integrated switch)
Wireless VoIP VoIP
BayStack 460-24T-PWR Switch
CMB - 4 x 16
16 digital telephones
4 analog lines and 1 analog device
1.25 loops
DSM - 16 port
16 digital telephones
0.5 loops
DSM - 32 port
32 digital telephones
1 loop
Media Bay Modules Network-Side
GATM4
Loop start and/or CLID
4 lines
0.25 loops
GATM8
Loop start and/or CLID
8 lines
0.5 loops
BRI S/T - 4 lines
4 BRI S/T ISDN lines
0.33 loops
DDIM - 24 lines
T1 voice and data
2 loops
DTM - 24 lines
T1 voice or PRI
voice and data
1 loop
FEM
up to 6 loops to
Norstar fiber trunks
and station modules
Norstar Analog
Station Module
Business Communications Manager 3.6 Anatomy of a complete small site solution
Network Solutions WAN
WLAN Access Point
2220
IP Telephones
(i2002 &2004
Power over Ethernet)
Mobile VoIP
Terminals
Mobile VoIP
Terminal
with Data
Access
Laptop
i2050 Mobile
Voice Client
(demo purposes only)
LAN
PPPoE
REMOTE DIALUP
PSTN
(POTS, ISDN, T1,...)
MLPPP
BCM200
BCM400
BCM400 with
Expansion Chassis
Norstar
Trunk
Module
BCM400
Succession 1000
Head Office
Branch Office
Norstar
Branch Office
Remote Office 9150
Branch Office
Survivable
Remote Gateway
INTERNET
FRAME RELAY
ISDN
(BRI,PRI)
Doorphone
Music on Hold
Page Relay
Auxiliary
Ringer
Page Output
Call Center
Voice Messaging/
Unified Messaging
SystemManagement
Interactive Voice
Response (IVR)
AUX-R
PAGE-R
PAGE
MOH
Fax Suite
Norstar
VoIP Gateway
IP WAN
Requirement for some Ethernet
(PPPoE) Internet providers
Supports 16 configured tunnels.
Up to16 clients may be configured.
INTERACIUNEA CETEAN ADMINISTRAIA PUBLIC
CALL CENTER
Centrul de Apeluri Multimedia / CONTACT CENTER
Introducere
Definiia i coninutul unui Centru de Apeluri se schimb i evolueaz n lumea de
astzi bazat din ce n ce mai mult pe e-afaceri i e-administraie. Fundamentele de baz i
interesele unei entiti (cetean, agent economic, instituie, etc) care face un apel (prin
telefon fix sau mobil, e-mail, site web, IVR sau fax) ctre un centru (punct, zon, persoan
sau IVR) vor rmne constante deoarece apelantul vede apelul su ca o aciune important
n ajutorul activitilor sale.
Un Centru de Apel, Centru de Contact sau Centru de Interaciune cu apelanii,
opereaz pe principiul de a satisface nevoile de informare printr-o ntlnire virtual n timp
real sau aproape real. Centrele de Apel clasice Call Center au pornit ca o nevoie de a
asigura o legtur ntr-o situaie critic ntre companie i clienii si.
Centrele de Apeluri de azi
Centrele de Apel multimedia (Contact Center) s-au mbuntit prin multe magnitudini
n ceea ce ofer ele astzi fa de centralele telefonice de interconectare manuale, cu jack-
uri, de acum cteva decenii. Centralele telefonice de azi sunt construite n jurul unui switch
de intreprindere de capacitate adaptabil care ofer interfa circuitelor interne cu reeaua de
telefonie public. Pentru a distribui inteligent apelurile venite din exterior ctre consolele
telefonitilor (n acepiunea noastr i vom numi ageni) care nu sunt ocupate. Switch-ul
funcioneaz n tandem cu un dispozitiv (hard soft) cunoscut ca un sistem ACD Automatic
Call Distribution Distribuia Automat a Apelurilor.
Sistemele ACD sunt realizri hard-soft sofisticate i unele dintre destinaiile terminale
performante au integrate sisteme de rspuns automat de voce (IVR Interactive Voice
Response). Sistemele IVR permit apelanilor s aleag tipul de rspuns pe care l ofer
Centrul de Apeluri n ceea ce privete informaia sau serviciul adecvat (cerine generale,
vnzri, tehnic, conturi, taxe, etc.). Bazat pe cerinele din convorbirea apelantului (cel mai
obinuit nc cu telefonie DTMF) sistemul ACD conectez automat apelantul la agentul
specializat, uman sau IVR, care poate servi o anumit cerin.
Integrarea telefoniei cu calculatoarele (CTI Computer Telephony Integration) este
folosit n mod curent la interfaarea sistemului ACD la consola computerului unui agent.
Agentul astfel dotat va avea acces la o baz de date de informaii care poate include,
n afar de informaia cerut de apelant, o istorie de apeluri pentru un anumit apelant, soluii
la solicitri similare i alte informaii relevante. Toat acest informaie poate fi obinut de pe
calculatorul agentului atunci cnd este cerut. Sistemul de baze de date ajut de asemnea la
logarea apelurilor i efectuarea de aciuni de adugarea unor informaii suplimentare la cele
deja existente i deja disponibile.
Centrele de Apeluri pot de asemenea s ofere asisten n afara liniei i apelului pur
telefonic prin mecanismele de web, e-mail, voice-mail i fax electronic de la clieni sau
apelani. Rspunsurile la aceste cerine i tipuri de apeluri se fac de asemnea prin mijlocul
cel mai convenabil inclusiv prin e-mail sau fax electronic.
Soluiile centrului de telefonie multiacces CONTACT CENTER
Internetul cu mecanismele web (www.) a fost vzut ca unul din mediile cele mai
puternice de comunicaii i a ajutat organizaiile s ajung la clienii sau apelanii lor precum
i invers mai consitent ca niciodat pn acum.
Centrele de Apeluri modernizate sau mai tehnic centrele de telefonie VoIP folosesc
comutaia de pachete, rulate pe Internet sau intranet n detrimentul reelei de telefonie
clasice. Pentru a se interfaa cu sistemul de telefonie clasic, cu comutaie de circuite,
telefonia VoIP folosete o poart (gateway) care face adaptarea ntre cele dou tehnologii. n
acest mod, centrele de telefonie VoIP localizate n rspndiri, la distane mari, pot avea
apeluri i emite rspunsuri, iar amplasarea lor este total transparent pentru clientul apelant.
Centrele de apeluri VoIP pltesc numai taxa de conectivitate la Internet n locul
comenzilor internaionale de lung distan prin centralele clasice. Principalul avantaj al unei
asemnea abordri este c permite centralelor de telefonie VoIP echipate cu o conectivitate
potrivit i o lime de band corespunztoare s opereze virtual oriunde n lume avnd un
avantaj de disponibilitate fizic i financiar sporit la costuri competitive.
Diferena fundamental n centrele de telefonie din generaia VoIP este c distribuia
de apeluri i comunicaiile de voce i date sunt realizate printr-o reea IP cu comutaie de
pachete spre deosebire de o reea de telefonie clasic cu comutaie de circuite. Centrele de
telefonie din generaia IP ofer aceleai funciuni ca i conectivitatea PSTN cum ar fi: linie de
ateptare i distribuia apelului, acces la baze de date, rspun de voce interactiv i nc multe
altele. n plus centrale de telefonie IP sunt mai uor distribuite geografic, mai uor de
ntreinut i meninut n funciune i nu solicit o cablare special separat pentru sistemul de
telefonie i reeaua local de date LAN, aceasta fiind folosit n comun pentru comunicaiile
de voce i date. Tot traficul de date i voce este purtat prin acelai IP LAN, reea local
comun pentru date i voce.
Apelurile schimbate cu circuitele de la PSTN sunt convertite n sesiuni de VoIP prin
poarta specializat (gateway) a centrului de apeluri VoIP. Tehnologia VoIP ofer dou
standarde de semnalizare de telefonie: H323 de la ITU i SIP de la IETF.
UIT Uniunea Internional de Telecomunicaii a definit un cadru de standarde care
precizeaz multe aspecte ale comunicaiilor de voce printr-o reea de date. Acest cadru este
numit H323 i definete entitile importante i funciunile lor n cadrul unei reele digitale de
voce. Protocolul de iniiere a unei sesiuni (SIP) este un protocol de semnalizare a controlului
de aplicaii pe straturile superioare ale modelului ISO de ierarhizare a protocoalelor, pentru
sesiuni de creare, modificare i terminare cu unul sau mai muli participani.
Aceste sesiuni sunt aplicaii complexe care includ apeluri telefonice pe Internet, distribuie
multimedia i conferine multimedia.
Un Centru de Apeluri i telefonie tipic pentru conceptul de NEXT Generation
Acest soluie, devenit deja tipic, const printre altele, din principalele componente:
Gateway punte ctre PSTN
Manager de apeluri
Server specializat pe funciuni
Baze de date de autentificare i localizare
Baze de date master de aplicaii i informaii
Clienii interni ai Centrului de Apeluri agenii
Interfee WEB i aciuni click pentru servicii evoluate
Poarta ctre PSTN Gateway-ul: Toate componentele descrise mai sus formeaz o
soluie complet de centru de telefonie punct la punct bazat pe VoIP. Oricum, marea
majoritate a centrelor de telefonie actuale ofer acces la public prin reeaua de
telefonie modernizat. Poarta PSTN ofer interfaa pentru a interconecta liniile PSTN
clasice care vin din reeaua public i care sunt dirijate ctre ageni cu ajutorul
managerului de apel.
Managerul de apeluri: Managerul de apeluri este un server de VoIP care primete
apelurile de la PSTN sau cereri de iniierea de la clienii interni i redirecioneaz
inteligent apelurile la la consola agentului. Managerul de apel funcioneaz ca un ACD
Automatic Call Distribution. Managerul de apel se interfaeaz cu bazele de date de
localizare i autentificare ca s determine disponibilitatea i localizarea agenilor
nregistrai.
Serverul de caracteristici funcionale: Aceasta este componenta care ofer aplicaiile
i logica funcional de regsire informaiilor care este necesar punerii n funciune a
unui Centru de Apeluri eficient. Serverul funcional ofer inteligena managerului de
apeluri bazat pe un numr de parametrii asupra faptului cum trebuie s rulezi un apel.
Serverul funcional poate fi folosit pentru a oferi multe caracteristici specifice
utilizatorului de care va beneficia att agenii ct i apelanii.
Baze de date de Autentificare i Master: Baza de date Master ar conine toat
informaia pe care agenii o vor utiliza pentru ca s ofere servicii oricror cerine
primite. De asemenea conine informaii asupra istoriei cerielor apelanilor moduri de
aciune i alte date. Bazele de date autentificate i localizate sunt folosite pentru a
valida logarea unui agent la sistemul Centrului de Telefonie. Aceste baze de date sunt
vitale securitii organizaiei i Centrului de Apeluri deoarece este posibil ca un agent
s opereze cu apelurile de la o locaie ndeprtat i nu neaprat din sediul central al
Centrului de Apeluri. Conceptul se refer la Centre de Competen i ageni distribuii
n amplasamente dispersate geografic.
Aciunea click pentru a forma un apel: Multe site-uri web ofer ajutor permind unui
utilizator s trimit un mail cu mesaje de ntrebri. Acum e posibil s ofere utilizatorului
ajutor pentru un apel telefonic direct printr-un buton de pe pagina de web a Centrului
de Apeluri. Apsnd pe butonul de ajutor va activa un client VoIP care va plasa
automat un apel ctre centrul de telefonie al organizaiei apelate.
Clienii interni ai agentului de la Centrul de Apeluri: Aceti clieni interni funcioneaz
ca nite telefoane software care sunt folosite de ageni ca s rspund apelantului i
de asemnea ofer o gazd de informaii care va ajuta agentul s rspund i s ofere
rspunsuri corecte. Aplicaia permite agentului s se logheze la sistem dup
autentificare. Clientul intern de telefonie VoIP este capabil de manevrarea multiplelor
sesiuni de lucru. Acest fapt permite agentului s se schimbe de la o sesiune la alta i
ajut la evitarea emiterii unui semnal de ocupat. Agentul poate cere baza de date
pentru istoria apelurilor de la un apelant i natura cererilor acestuia precum i soluiile
oferite.
Scenarii de apeluri.
Scenariu de apel prin Internet.
Un apelant care caut pe web pagina Centrului de Apeluri poate da click pe un icon
pe pagina de web i poate s intre ntr-o sesiune HTML cu un manager de apel sau agent
monitor. Managerul de apel proceseaz cerina apelantului i apoi nainteaz cerina
Serverului de caracteristici funcionale. Serverul de caracteristici funcionale se ocup de
cerin i un agent este selectat s rspund la telefon. PC-ul agentului pune n funciune
softul necesar clientului. Apelul este setat ntre apelant i agent. Pentru aplanii echipai
potrivit comunicarea prin voce n direct este o legtur direct IP to IP intre apelant i agent
folosind SIP.
Scenariu de apel prin telefon clasic.
Apelantul prin telefon folosete un telefon obinuit (de regul DTMF apel prin ton).
Aplelul este convertit la o sesiune de voce VoIP prin gateway-ul de VoIP i apoi primete un
rspuns prin managerul de apeluri VoIP. Aceast component conlucreaz cu un server de
media pentru a oferi rspunsuri IVR Rspuns Interactiv de Voce - pentru apelanii prin
telefon.
Managerul de apel trimite o cerin de apel la serverul de caracteristici funcionale.
Apelurile prin telefon curg mai apoi prin aceleai procese ale Centrului de Apeluri care
servesc i apelurilor prin Internet. Aceast tehnologie se sprijin o comunicare de voce de
foarte nalt calitate aa nct apelanii nu observ nici o diferen ntre o conversaie cu un
VoIP iniiat de un agent i un apel de la un telefon obinuit al unui apelant. Cnd rspunsul
este livrat ctre PC - desktopul apelantului pe ecran se pot prezenta i informaii adunate pe
parcursul sesiunii de IVR.
Cracteristicile Centrului de Apeluri Call Center Contact Center.
1. Funciuni evoluate de voce voice mail i IVR.
Din ce n ce mai mult apelanii pot s-i foloseasc tastatura calculatorului pentru ca s-i
introduc informaiile de care au nevoie n direcionarea apelurilor ctre destinaiile de care
au nevoie: numere de telefon, coduri de localiti, etc. Tot n acest mod apelanii au opiunea
direcionrii apelurilor de voce ctre mail-ul de voce sau un IVR pentru o aplicaie de raspuns
cu voce interactiv de la tastatura calculatorului.
2. Distribuirea de apeluri ACD Automatic Call Distribution.
Se realizeaz pe mai multe criterii:
a. Faciliteaz recepionarea rapid, dinamic, a apelurilor, optimiznd prin
balansarea ncrcrii agenilor distribuirea echilibrat a acestora pe timpul unei
zile, pe o sptmn, n vacane sau concedii, optimiznd numrul agenilor,
numrul agenilor n asteptare, timpul de stat n irul de ateptare i mai muli
astfel de parametrii.
b. Bazat pe expertiza unui agent ofer instrumente pentru a manipula resursele
agentului prin potrivirea apelanilor cu nevoi speciale specifice cu agentul care
are cele mai nimerite aptitudini s rezolve apelul; ca de exemplu fluena unei
limbi strine, cunotine specializate pe o problem economic sau tehnic, o
ndrumare de specialitate pe un domeniu specific, actele necesare, etc.
c. Agentul cel mai puin ocupat este un criteriu prin care se pot distribui apeluri
chiar dac sunt i ageni disponibili, balansnd ncrctura de lucru printre
agenii cu mai mult sau mai puin experien sau specializare n domeniu.
d. Apelurile pot fi de asemenea rulate grupurilor specifice de ageni bazate pe
perioada din cadrul unei zile de 24 de ore. Acest lucru este n mod particular
folositor pentru centrele de apeluri care ofer servici de urgene i pe timpul
nopii sau n weekend-uri.
3. Meniuri cu mai multe niveluri.
Apelanii pot fi servii cu mai multe niveluri de meniuri pentru a putea lua o decizie asupra
rutrii apelului ctre cea mai bun destinaie. Administratorii Centrului de Apel pot
configura aceste meniuri pentru a se potrivi cu planurile lor de operare i pe msura
evoluiei informaiilor din bazele de date n concordan cu nevoile apelanilor.
4. mprirea irului de astepatre al apelanilor
Permite unui apel s fie direcionat mai multor ageni n acelai timp, aa nct primul
agent disponibil poate prelua apelul. Ajut la manevrarea perioadelor celor mai ocupate
astfel nct poate s asigure un serviciu mai rapid apelanilor.
5. Informaii de stare asupra irului de ateptare
Apelanilor li se ofer actualizarea de informaii asupra poziiei lor n irul de ateptare.
Aceste anunuri sunt fcute prin folosirea motoarelor de tip text-to-speech care sunt
integrate n serverul media.
6. Prioritile din irul de ateptare
Permite unui apelant special s-i fie atribuit accesul cu un regim de prioritate i s fie rutat
naintea altor apelani. Permite cea mai rapid atenie ctre cei mai buni clieni sau
numere speciale de apel care necesit urgen maxim.
7. Redirecionarea apelului
Poate reruta apelurile automat ctre locaii diferite, din distribuia lor geografic, prin
reeaua intern de comunicaii. Acest lucru ajut la asigurarea faptului c apelurile vor fi
prluate i c nevoile apelanilor vor fi rezolvate n cea mai mare msur de ctre centrele
de competen specializate chiar dac ele se afl n alt locaie.
8. iruri de ateptare i grupuri de apelani
Operatorii Centrului de Apel pot configura orice numr de iruri de ateptare bazat pe
traficul de primire al apelurilor. Lungimea irului poate fi de asemenea configurat la
capacitatea manevrrii apelului al apelantului individual. Grupurile de ageni pot de
asemenea s fie formate pentru a permite apelantului s fie capabil s ajung la agentul
care este cel mai bine pregtit sau are cea mai bun expertiz pentru a rspunde la
ntrebrile specifice apelanilor. De exemplu dac apelantul a selctat s ntrebe informaii
tehnice apelul poate fi trecut n coada de ateptare pentru agenii care sunt nregistrai n
cadrul grupului tehnic, pentru cei privind taxele i impozitele n grupul economic, s.a.m.d.
9. Informaii de muzic sau configuraie n ateptare
Permite transmiterea muzicii sau diverselor anunuri catre apelani n timpul ateptrii,
ajutndu-i s-i petreac timpul mai productiv sau distractiv. Se pot oferi informaii despre
alte servicii i aplicaii ale Centrului de Apeluri sau s se pun muzic.
10. Ateptarea i rutarea mesajelor vocale
Este posibil ca anumii apelani s opteze s lase un mesaj de voce (voice mail) n care
s cer ajutor sau informaii n loc s atepte la coad ca s vorbeasc cu un operator n
direct. Toate aceste mesaje de voce sunt stocate i naintate celor mai nimerii operatori
pentru formularea unor rspunsuri.
11. Supravegherea i administrarea de la distan
Centrul de apel poate fi manevrat de la orice terminal prin reeaua TCP/IP. Administratorii
de reea pot fi localizai n cldire sau pot fi localizai n orice alt locaie ndeprtat care
are conectivitatea TCP/IP.
12. Conectivitatea bazei de date.
Managerul de apel i alte elemente din reea sunt proiectate pentru a putea interfaa cu
orice baze de date existente. Aceast conectvitate ODBC asigur ca bazele de date ale
grupurilor de expertiz s poat fi folosite de Centrul de Apel n orice situaie.
Capitolul 6
APLICAII FUNCIONALE REALIZATE I
TESTATE N CADRUL PROIECTULUI
Nivelul 1 Aplicaii modulare locale, sisteme
de dezvoltare
Aplicaii de date i voce pe canale fir i radio printr-o
reea VPN Virtual Private Network
Aplicaii wireless pentru date
Aplicaia de VoIP voce peste IP
Aplicaia de VPN criptare i securizare
Nivelul 2 Aplicaii testate pe echipamentele
conductoare de mare capacitate la nivelul
distribuitorilor de tehnologie i echipamente
Aplicaii de voce, date i video pe platforma AT-
TN9400 n standul AlliedTelesyn Romnia
Aplicaii de Call Center pe platforma BCM400 3.6 pe
standul Nortel Tornado
NOT: Nivelul 2 pentru aplicaii i demonstraii la cerere
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C
Engineering Design Concept by :
SC PROCONS SRL Braila
Director de Proiect : Dipl. Eng. Marius GAITAN
Coordonator Tehnic : Dipl. Eng. Cristian COLONATI
Coordonator Logistica : Dipl. Eng. Marcel PETRE
Coordonator Financiar : Ec. Dumitra GAITAN
Tel : 0239-612230 ; Fax : 0239-619578
Mail : office@procons.ro