The technical and technological advancements of the past 20 years have brought the use of digital devices and internet-based software solutions to the fore in education too. The advent of these technologies and more recently covid have revolutionized the industry.

The role of distance learning - especially in higher education and vocational training - has grown exponentially due to the significant spread of broadband networks, high-quality and high-compression media coding algorithms and target hardware. In 2020 the educational environment has transferred globally from the classrooms to an online space and switching to digital education has led to a radical increase considering the proportion of online classes, lectures and courses across the entire educational vertical.

Revolutionize Learning Experience via Recording

Capturing curriculum will provide both students and lecturers with the following:

replay lectures
quality evaluation of online courses
monitor students’ participation rate
gain valuable insights into school processes and use data to evolve
transcript recordings and generate notes

The Challenge - Simultaneous Recording of Webex, Zoom and MS Teams

Nowadays it is critical for students and for working individuals participating in distance learning programs or MOOCs in general, that courses are recorded and available online after class.

However, the rudimentary recording functions of commonly popular video conferencing systems (Microsoft Teams, Google Meet, Cisco WebEx, Zoom) are not able to completely fulfill the aforementioned needs due to the following:

Recording can be scheduled to an extent, therefore record generation usually depends on the lecturer.
Recorded media files can only be managed manually.
Post-processing options of recorded materials (e.g. transcribing) are limited.
Centralized sharing of recorded lectures is not fully possible due to the absence of built-in sharing platforms.

These systems can only record their own video conferences. If an institution uses several systems, the difference of the recorded file formats can cause unnecessary difficulties. All the above reduces workflow efficiency, furthermore the lack of a separate sharing server makes the publication and the update of recorded interactions more demanding.

The Solution

CARIN LectureCorder is a centralized and vendor-independent media recorder, transcriber and sharing application that fully meets the aforementioned demands of synchronous distance learning. It provides a complete and sophisticated solution from beginning to end, including organizing, execution and post-processing.

Software Components of CARIN LectureCorder:

Organizer Module
The Organizer module contributes to the delegated organizer’s efficiency by facilitating the process of associating the audience with the lecturer and the tools and resources necessary for online presentation. The automated organizing platform of Outlook integrated with the CARIN system can optimize efficiency and the overall workflow.

Recording Module
A recorder is an IT solution that can be connected with various video conferencing systems commonly used in higher education, such as Microsoft Teams, Zoom or Cisco WebEx, by recording the interaction between the presenter and the participants while also recording the additional media shared during the online lecture, for example background projections, PowerPoint presentations or even handwritten texts and any kind of image or document.

Sharing Module
The sharing function provides secure access to recorded materials that the audience is entitled to review or download and export via a controlled and interactive environment. Shared recordings are edited materials, which contain searchable and interactive inserts and are also suitable for subsequent offline group learning sessions. The CARIN Publishing Server provides a secure and traceable way to share recorded interactions among various members of the organization via a simplified easy-to-use web interface.

Processing Module
During the processing of the recorded media, it is necessary to put the received media channels together in a way that is the most optimal for the audience while working with the recorded material later. CARIN’s state-of-the-art, automated multi-transcoding feature makes this possible via transcription and making recordings downloadable. Research results have shown that audience engagement is much more intense if they not only see static content but also have the opportunity to participate interactively in the lectures. With post-process features such as emotion detection and transcription generation, the utilization of data - just as in case of call centers - can greatly contribute to future developments and workforce optimization.

Click here to download our case study about CARIN LectureCorder (English)

Click here to download product information about CARIN LectureCorder (English)

Click here to download product information about CARIN LectureCorder (Hungarian)

Introduction

ccDialer™ is an automatic dialer solution built on top of Cisco Unified Communication solutions (Cisco Unified Communications Manager Architecture and Cisco Unified Contact Center Express/Enterprise). Replacing manual outbound campaigns with an automatic dialer, will increase contact center efficiency because they reduce the possibility of reaching a wrong number, save time, and make contact center agents much more productive. By automatically dialing and screening for no answer, busy signals, and answering machines, dialers ensure that agents do not waste time on non-value-added mechanical and routine tasks. Only when the dialer reaches a live contact will the solution transfer the call to the next available agent.

After introducing ccDialer, our customers face a 40-50% increase in number of live phone conversations between contact center agents and customers, when the number of agents is the same as in the prior period without automation. After fine-tuning and optimizing the solution these metrics can get even better.

The main advantages of ccDialer compared to the other dialer solutions is its interoperability and customizability potential. Not just the dialing will be automated but the preparation of the campaigns and the extraction of the results as well. No need for manual list creation from CRM systems, result exports from dialer and re-imports into CRM. All these happens seamlessly in an automated way. With proper customization campaigns can be adapted to the required business requirements.

ccDialer offers greater productivity, improved customer satisfaction, and increased revenue potential.

Features & Advantages

The main features are summarized in the following overview:

Multiple dialing modes:

Predictive. ccDialer monitors constantly the contact center online metrics like availability of agents, ratio of abandoned calls and initiate calls based on this live information
Progressive. The campaign is configured to dial a specific number of lines per agent.
Preview. The agent previews customer information on their desktop, and chooses to contact the customer, skip to another customer, or reject the call.

Blended mode. Combine the power of the predictive dialer with the capacity to deliver both inbound and outbound calls to the same group of agents dynamically.

Manual dialing intensity control. If necessary, campaign administrator can adjust manually the intensity (nr of placed call / time unit) of campaigns.

CPA Trough integrating with Cisco gateways ccDialer enhances call progress analysis by automatically detecting answering machines, and the predictive dialer can even detect a beep in the welcome message

Transfer to IVR. This mode causes the Dialer to transfer every call to a service control-based IVR instead of an agent. Pre-recorded IVR campaigns can be accomplished by using the predictive dialer to play an automated message to a live caller or leave pre-recorded messages on answering machines.

Rich call contact information delivery. Integrating wit UCC supports agents by gathering call variables necessary to handle the call correctly, delivering customer information to the agent prior the call outbound call is presented.

Customizable Import/Export interfaces. CSV, DB, REST API etc.

Scheduled calls. Given calls will be attempted at the around the time set for that particular record in the list.

Call Validation. Just before initiating the call, ccDialer can validate the outbound against CRM system if the call in that moment can placed, not placed or just postponed.

Recall / callback strategies. Recalling a given contact more than one time, new attempts on another predefined period of the day depending the previous call outcome etc.

Personal callbacks After recalling a given contact transfer the call to agent who previously discussed with the customer

High availability option. With this setup ccDialer is installed on two different nodes, one in active other in standby state, thus forming a warm standby cluster. In case of failover no manual interaction is needed

No-dial list. Phone number on this list will not be dialed.

Contact prioritization. Calls are dialed based on priority. It is determined based on business and technical parameters, this might change dynamically during campaigns. Furthermore it is possible to assign an explicit priority value to each contact.

Technical Information

In the table below you can find the latest technical information about ccDialer.

Supported Systems	Cisco Unified Contact Center Express, Cisco Unified Contact Center Enterprise
Application and DB Server HW	x86 based server, with Microsoft Windows Server 2016 Standard/Enterprise Edition
Database Server	MySQL, Microsoft SQL Server
Web Server	Apache Tomcat
User Interface / Web Browser	FireFox 45 or above, Chrome 50 or above, Internet Explorer 11 or above
Language Support	English, Arabic, Hungarian, Other languages optionally supported

Introduction

The exceptionally successful integration solution, CISconn has recently been renamed to ccConn™ so that it fits to the new naming convention of TC&C’s product portfolio.

ccConn delivers real-time connectivity between Cisco Unified Contact Center Express and SAP ECC or SAP CRM using a pre-packaged, server-based Computer Telephony Integration (CTI) approach.

By implementing ccConn a company can achieve significant productivity gains and improvements in quality of service. ccConn enables agents to use SAP as their single user interface, improves call management including caller identification, call routing on business data, screen pre-population, agent status management and much more.

ccConn is a must have solution for companies to realize all the benefits and achieve maximum ROI on their SAP CRM and Cisco Unified Contact Center Express implementations.

The SAP Integration and Certification Center has certified that ccConn 5.0 integrates with SAP CRM.

Watch this video about ccConn. The video highlights how ccConn works from an SAP agent perspective. (Duration: 00:06:14)

Systems connected

Cisco Unified Contact Center Express

Cisco Unified Contact Center (UCC) Express Edition, an integral component of the Cisco Unified IP Communications system, offers an integrated full-featured solution for managing customer voice contacts with all the benefits of the converged Cisco IP Telephony architecture.

UCC Express is a single-server, integrated contact-center-in-a-box solution that provides the following features: independence in agent location, improves agent scalability, and provides powerful Automatic Call Distributor (ACD) features, such as conditional routing, call-in-queue and expected-wait-time messages, enterprise data displays, real-time data, and historical reporting together with integrated Interactive Voice Response (IVR) services.

SAP CRM

The SAP CRM Customer Relationship Management solution provides agents with the tools they need to seamlessly handle inbound and outbound service, sales, marketing, or IT transactions via phone, e-mail, fax, and the Web, all on a single business platform that unites the front and back office processes. SAP CRM also provides managers with portal-based access to all SAP or third-party administration, maintenance, and reporting tools. The result is an efficient interaction center that optimizes staffing levels, measures agent performance, benchmarks operational systems, and ensures that customer acquisition and retention goals are aligned with corporate cost and revenue objectives without requiring an expensive staff of programmers.

Benefits

Customer satisfaction

Callers will be identified as soon as a call is received. All data captured through the IVR interaction will be available to the agent in the Interaction Center (IC) of SAP user interface. Agents can also make calls from SAP using click-to-dial, that is, they can call any entry in the customer database by a click of the mouse without having to dial a telephone number manually. All of this is about reducing customer wait time and providing faster service.

Increased productivity

The workflows are fully automated, there is no need to re-enter information on the agent's desktop. When a call is transfered, ccConn ensures that SAP data is carried over to the other agent as well. ccConn seamlessly integrates Cisco UCC Express with SAP CRM, utilizing complete CTI functionality for even more effective customer relationship management.

A single unified user interface

Additional client applications (e.g. Cisco UCC Express Agent Desktop) are no longer needed to access the IP phone functions. Agents use the enhanced SAP CRM WEB user interface only - both CRM components and contact center functions are provided in one seamless interface.

Architecture

ccConn is a middleware solution with two main components: the ccConn Communication Server running on dedicated hardware that resides between UCC Express and SAP CRM and the ccConn UCC Express IVR script Module needed in case of IVR integration.

From SAP the ccConn Server behaves like a standard ICI interface and communicates with the SAP IC module via http or https protocol.
On the UCC Express server side ccConn uses custom Java classes to communicate with the ccConn Server utilizing WebService technology. For call controll ccConn relies on JTAPI, that connects directly to Cisco Unified Communications Manager. Information from UCC Express, like agent state changes or custom data queries is passed in real-time to the ccConn Server and then to the SAP application.

Flexible configuration allows low-cost HW implementation for non-production environments - e.g. many ccConn Servers can run on one platform communicating to one UCC Express system on one end, and be connected to their individual SAP instances on the other end.
Hundreds concurrent calls can be handled by either logically clustering agents with dedicated ccConn Server for each cluster or with SAP server sizing and load balancing.

Features

The ccConn system provides the following features:

Enables full CTI functionality from within the SAP IC - call control capabilities including: dial, click2dial, answer, drop, hold, resume, transfer, consult, alternate, conference.
Allows UCC Express login/logout, agent status management (ready/not ready including reason codes and work wrup-up codes) from the SAP IC.
Allows SAP data access from IVR scripts (e.g. user identification and authentication based on customer master data).
Automatically loads information about the identified customer when incoming call arrives.
Shows on SAP IC information comming from the IVR.
Transfers captured IVR data to SAP.
Carries SAP data during Call Transfer (data attached to the original call is attached automatically to the new transferred call).
Passes call details (including Call Center data) to SAP for further processing (e.g. recorded voice record ID in SAP CRM activities, call durations per tasks etc.).
Handles outbound calls initiated from SAP.
Sends out alerts upon detecting any communication interruption between the systems.
If a high availability UCC Express or SAP server is used, ccConn will switch the communication over, otherwise ccConn will reconnect as soon as the other servers become available.
Provides easy configuration.

SAP Certification

Click here to download product information about ccConn (English)

Introduction

ccTimer ™ is a web-based working time managing and scheduling software for Cisco UCCx IVR. Daily working time can be easily and quickly set, public holidays and vacations can be adjusted and in case of irregular days, special working time can be defined. With this powerful working time managing and scheduling solution in case of emergency management it is possible to suspend working time immediately and then set it back again if needed.

The actual working time registered in ccTimer can be queried directly from an IVR system application via a socket connection, or read from an XML file that is periodically updated by the ccTimer application. In possession of the Information on working hours and emergency situations the implementation of IVR applications can go on in different branches of the IVR tree.

Free download

Features & Advantages

The main features are summarized in the following overview:

Set working time. Each day of the week can be declared as a working day or a holiday and within the working days the exact working hours can be set. If the current day is not an anomalous day these settings will determine the working hours in the IVR application.
Set irregular days. The holidays and the rest days which must be worked at another day and the irregular days with special working hours can be added to the ccTimer working time register system. The following examples illustrate the possibilities:
You can set the system to handle a special day as a holiday, irrespectively of the fact that it is a business day, or not.
ccTimer allows you to configure the system to handle a specific day of the week for a given date.
Display the working hours of the current day on the web interface of ccTimer anytime or change it immediately with a single click
Any number of emergency situations can be defined.
Save time by setting repetiton for scheduled work time
Many references
Special working hours can be defined for a given day.
Two level authentication
Secure and safe operation
Web-based administration
Supports MySQL database servers
Interfaces: Cisco gateway.

Technical Information

In the table below you can find the latest technical information about ccTimer.

Supported Systems	Cisco Unified Contact Center Express (all functions)
Application and DB Server HW	x86 based server, with Microsoft Windows Server 2008/2012 OS
Database Server	MySQL
Web Server	Apache Tomcat
User Interface / Web Browser	FireFox 45 or above, Chrome 50 or above, Internet Explorer 11 or above
Language Support	English, Arabic, Hungarian, Other languages optionally supported

Download

ccTimer download

You will download a zip package containing:

ccTimer - TC&C - folder containing a ready to use vmWare image (TurnKey appliance), ccTimer server application is embedded in it
README.txt - deployment guide

Deploy in minutes on bare metal, virtual machines, or in the cloud.

Please fill out the registration form below to download ccTimer.

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Introduction

Having difficulty with measuring call center performance?
Is it cumbersome to obtain the proper information by reviewing many screens, logs, and reports?
Spending too much time on monitoring what agents are doing at any given moment?
Stepped away for lunch and a crisis situation developed?

In case of any of these issues the perfect solution is: ccInfo™.

ccInfo is a powerful wallboard application for customer contact centers to visually aid supervisors and agents with real-time statistics on call traffic and handling.

The ccInfo application collects real-time information from the Cisco Unified Contact Center (UCC) Express environment and can display it on large wall displays or on any desktop, either in a web browser or within the Cisco UCC Express Agent Desktop.

Create many wallboard layouts tailored to your organization's needs. The easy and flexible configuration allows group, queue, or even agent level display of key performance indicators (KPIs) and metrics (e.g. clock, banner, CSQ). In ccInfo you can set thresholds with automatic alarms like color change or audible alarm. Many wallboards can be defined and configured for even individual agents if needed.

Features

ccInfo provides the following features:

Display Cisco UCC Express real-time statistics from the standard real-time report tables in the system
Display-type wallboard interface accessible via a Web-browser or also can be used in UCC Express Agent Desktop version 4.x.
Customized Wallboards can be built using screen elements, called infobits including:
- Clock: displays the current system time in a configurable format
- Banner: scrolling messages, with optional alarm sound when content changes; fully customizable text format (font type & size, color, background) and scroll speed;
- CSQ metrics: UCC Express real-time data element; many thresholds can be defined with fully customizable format/look, and automatic alarm type; Derived Metrics: derived from many CSQ metrics of similar type (e.g. summary of total calls of 3 different CSQs)
- CSQ banner: scrollable panel for multiple CSQ metrics
- Group: many infobits can be positioned into a group with a frame, title and formatting
- Agent's state: ability to display agent level status information
Secured access to display or configure the wallboard(s) or administer the system and users.
Assign wallboards to groups or individual users so every user can have different wallboard layouts and settings if needed.
Support for displaying UCC agent status and viewing CSQ statistics on XML capable Cisco IP phones

Technical Information

In the table below you can find the latest technical information about ccInfo.

Supported Cisco UCC Express versions	3.x, 4.x, 5.x, 6.x, 7.x, 8.x, 9.x, 10.x, 11.x, 12.x
Server Operating System	Microsoft Windows 2003/2008/2012 Server, 32-bit/64-bit
Application Server	Apache Tomcat 8.0.30
Java Runtime Environment	8
Database Server	MySQL 5.5
Supported Client Browsers	Mozilla Firefox 45 or above Chrome 50 or above Internet Explorer 11 or above Embedded Internet Explorer in Cisco Agent Desktop 4.x or later
Language Support	English, Arabic, Hungarian Other languages optionally supported

Click here to download product information about ccInfo (English)

Revolutionize Learning Experience via Recording

The Challenge - Simultaneous Recording of Webex, Zoom and MS Teams

The Solution

Introduction

Features & Advantages

Technical Information

Introduction

Systems connected

Cisco Unified Contact Center Express

SAP CRM

Benefits

Customer satisfaction

Increased productivity

A single unified user interface

Architecture

Features

Introduction

Free download

Features & Advantages

Technical Information

Download

ccTimer download

Introduction

Features

Technical Information

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