GPower Video ACD Overview
GPower Video ACD is an Automatic Call Distributor for ad hoc video conference requests. It allows
you to establish one or more ACD Groups that specialize in ASL or other languages and functions. Our
ACD routes video requests to the appropriate Group and distributes those requests equally amongst the
available Agents/Interpreters.
Queuing is used to hold video requests when Agents are not available. As soon as an Agent is available
for the video group requested, the video conference is established between the caller (requester) and the
Agent.
GPower Video ACD gives Contact Center Reps a competitive edge to perform their jobs more rapidly and with
greater effectiveness. With GPower’s web application, you can capture data from your customer for billing.
Alternatively, powerful high-level APIs are available for customization of your application.
BENEFITS
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Rapid, low-cost integration
Contact Center productivity gains of 10-40%
Leverages your existing assets.
Strategic market advantage in attracting and retaining customers through excellent customer service
Higher retention of Customer Service Representatives
FEATURES
Skills Based Routing
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Ensures that a video conference and relevant application data are simultaneously delivered to the
agent’s screen (screen pop) based upon the skill level of the Agent; e.g. Expert, Journeyman,
Apprentice.
Screen Pop
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Ensures that a video conference and relevant application data are simultaneously delivered to the
agent’s screen (screen pop)
Transfer
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On a Direct (Blind) Transfer—allows caller’s data to be transferred from one agent to another along
with the video conference. No agent consultation is involved.
Hold
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Allows the Agent to put the conference on hold. The caller no longer views the Agent until the Agent
reconnects.
Reconnect
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Allows the Agent to reconnect the caller into the conference.
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SoftPhone — Enables an agent to perform hold, reconnect, transfer and ACD functions using the workstation
keyboard or mouse.
Integrated GPower Video and user PC Log-on — Permits an agent to sign on to both the PC and GPower
Video in one action.
Scripting — With GPower’s scripting language, Screen Pop and other features can be embedded into your
applications without modification.
Interfaces — GPower Video ACD communicates with the Codian Media Control Unit (MCU) using a
web services protocol. AJAX eliminates the need to poll for asynchronous data. Windows and browser
based applications can communicate with the GPower Video ACD server via our API SDK. We provide
API interfaces to your applications for Screen Pop, transfer/conference, recording, IVR, billing, etc.
Client applications include those at the workstation, Recording Servers, Billing Servers, IVRs, etc.
LICENSING
GPower Video is licensed on a named Agent, non-concurrent, connection basis. Minimums may apply.
GPower Video controls licenses for the following optional GPower Video products:
GPower ACD Reports
GPower Agent APIs
GPower Recording APIs
GPower Routing
GPower Billing APIs
Licensed products are comprised of Out-of-the-Box solutions, SDKs, and GPower DB maintenance
windows, and GPower Agent. GPower Video ACD comes with administrative tools for maintaining the
databases. It also provides diagnostic tools for determining the status of the system and formatting trace
and log files.
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TOPOLOGY
GPower Video ACD Server Topology
Windows 2003 Server
with .Net 2.0+
Codian MCU
TCP/IP
Sockets
GPower Video ACD
Codian APIs
GPower Video Agent
Browser App
Video Conferences
TCP/IP Sockets
User
Application
with Video
20 March 2007
©2003-2007 Astound Technologies LLC
GPower Video ACD Server Topology
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Remote Conference Devices Supported:
All devices supporting H.323 and SIP (H.264) protocols. Some vendors using proprietary versions of the
protocols may not work properly.
GPower Video Server Environment:
Software:
Windows Server 2003 or Vista Server with .NET 2.0+ platform, user
provided Virus Protection, and VPN for remote diagnostics and support
Hardware:
Intel class 2.0+ GHz, 2.0 GB RAM, 512 Kb cache, 100GB disk,
DVD/CD ROM, Color monitor, 1 Ethernet card 10/100/1G for TCP/IP,
Power surge protection.
API Protocols supported
TCP/IP, XML, WSDL, AJAX, MSMQ
Agent Workstation Environment:
Software:
Microsoft Windows XP SP2, IE 6.0+ browser, 3270/5250 Emulation,
ASCII emulation
Hardware:
Intel class 350MHz, 256MB RAM, 256Kb cache, 20 GB disk, Color
monitor, Ethernet card 10/100/1G for TCP/IP, Power surge protection
API Protocols supported
TCP/IP, XML, AJAX, ActiveX, Web Services (WSDL)
User Requirements:
The user provides all hardware, OS software, and networking.
For More Information Please Contact:
Astound Technologies LLC
24 Arbolado Dr., Suite 100
Walnut Creek, CA 94598
925-465-5074
Fax: (925) 465-5074
www.AstoundTech.com
Microsoft is a registered trademark and Windows are trademarks of Microsoft Corporation.
© 2003-2008 Astound Technologies LLC. All rights reserved.
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