CNCC

Software PBX, IVR, CTI based

Intelligent Contact Management Solution

Copyright © 2016 Corebank all right reserved.

Table of Contents
1. CNCC is
2. Background of CNCC
3. Operating Environments of CNCC
4. Components of CNCC
5. Sketchy of CNCC in Contact Center
6. To be customized or developed
7. Basic Working flow of CNCC Engines
8. Basic Working flow of CNCC Engines
9. CNCC Server License
10. CNCC Dialplan IDE is
11. CNCC Dialplan IDE objects
12. CNCC Manager System – Basic menus
13. CNCC Manager System – Monitoring
14. CNCC Manager System – Statistics, Analysis, Report
1. CNCC is

Core Neural Contact Center (CNCC) is A Software Product for ICM (Intelligent Contact Management).

It provides Integrated Private Branch Exchange(PBX), Auto Call Distribution(ACD), Interactive Voice Response(IVR),
Computer Telephony Integration(CTI), Recorder and Agent applications *1).

You can do operations below using CNCC :

1) Make transactions without human interface by your customer’s request. (Tele-Banking)

2) Take customer’s call with screen includes various customer’s information.
- Predict customer’s needs before get the customer’s call.
3) Designate conferee can talk business with customer professionally.
4) Call transfer or make a Conference Call.
5) Monitoring a call (securely or not)
6) Make Outbound calls by your scenario. (Campaigns)
7) Recording (Talking/Screen/Both, All-time/Biconditional)
8) Various statistical analysis and real-time monitoring about calls, transactions, agents, and status of servers.
9) Get a pin securely to your terminal autonomously. (pinCall)

*1) Agent applications are to be customized or developed with your requirements.

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2. Background of CNCC

in use, in more than

170 countries. Asterisk is
used by almost the
entire Fortune 1000 list
of customers.

★ CNCC was developed based on Asterisk*. (an open source framework for building communications)

★ Used From 2012 and advanced consistently.

★ First user is “JEJU Bank” – Commercial Bank in KOREA.

★ Using in Korean government and air flight company.

★ Tiny and powerful !

- 1,000 phone lines capacity on a notebook – Certified by Telecommunications Technology Association

★ One-Box Solution
- All Functions (PBX, IVR, CTI, Recorder) Could be installed in one server.

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3. Operating Environments of CNCC

CNCC Server CNCC Dialplan IDE

CNCC Server include PBX, IVR, CTI, Recorder and Management tools.
Visual call scenario script generator
All of them could be installed on “one physical server” or separate servers.

Core External
Engine Engine

O/S : Linux (redhat, debian)

Database : MySQL (or any) O/S : Windows 7 (Later)
WAS : Tomcat (or any was for java)
Web Server : Apache (or any) .Net Framework 3.0 (Later)
Compilers : JDK 1.7 (Later) / C, C++ Compiler

Optional License – TTS(Text to speech) Engines

VoiceTEXT (VoiceWare Co.) DioTTS-Server (DIOTEK Co.)

O/S : on the CNCC Server O/S : on the CNCC Server

DioTTS
Language : Korean, English, Chinese, Mexican, Language : Korean, English, Chinese, Mexican,
Spanish, Canadian, French Server Spanish, Japanese

* Please contact us for other TTS Engine.

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4. Components of CNCC

PBX (Private Branch Exchange)

PBX
Phone line Connection through Direct/Gated/Other-PBX , Internal Phone management (H/W,S/W VoIP)

IVR (Interactive Voice Response)

IVR
Voice response for customers’ call, Running by scenarios developed with Dialplan IDE

CTI (Computer Telephony Integration)

CTI
Call distribution for agent, Call management, Integrate with Agent system

Recording
REC
Conversation Recording (All-time/Biconditional), Playing, Screen recording & binding (Optional)

Manager
MNG
Web based management tool for PBX, IVR, CTI, REC, Configurations Setup. Monitoring & Analysis

TTS Engine Interface

TTS
Make voice or play voice directly with TTS Engine (TTS Engine Optional)

CNCC Dialplan IDE

IDE
WYSIWYG Call Scenario generation tool – Simple Scenario development and maintenance

Unified Messaging System (Value Added Functions)

UMS
FAX/SMS/SMS Certificate/Email interface, PinCall… (Optional)

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5. Sketchy of CNCC in Contact Center

CoreBanking

PSTN
Voip CNCC
G/W
Server OtherBanking
T
E
Existing PBX IVR TTS
L
CISCO Mail
CUSTOMER E SIP Trunk *2) CNCC
C Existing External
AVAYA MNG REC Engine
O
FAX *3)
M
BIZ
CTI UMS
Internet APP
SMS

Agent
SP*4) Agent Agent Manager Internal
Branch Remote
IDE Phones
Terminal PBX

*2) SIP (Session Initiation Protocol) Trunk License is needed for connecting existing Physical PBX (CISCO,AVAYA..)
*3) Software Fax and Fax-Modems are Optional Product
*4) SP (Software Phone) makes your PC like a phone instead of physical phone (Optional Product)

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6. To be customized or developed

CNCC Server
Draw Dialplan PBX Setup
Core
Establish strategic Call flow. Engine
Setup Environments for PBX.
Draw Call flow through Communicate with TELCO.
CNCC Dialplan IDE.
A little development could be needed
Recording voice for IVR / to interface with existing PBX.
Generate voice through
TTS Engine. Setup for initial call scenario.

CNCC
Core Neural Contact Center

CNCC Manager System Developing Services

Customizing various functions Developing services

By your requirements.
- For Host Transactions
Developing web pages and apps - For FAX, SMS interface
By your requirements. - For TTS interface
- For Agent Transactions CNCC Server
- For analysis and reports
- Value added Functions External
- . Engine

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 7. Basic Working flow of CNCC Engines

Connect calls
Draw call scenarios (Dialplan) Through
Using various call components FXO/FXS
Software VoIP Phone
Dialplan Operation
When call initiated
VoIP
FXO/FXS
S/W VoIP
IVR Services
Multi
WYSIWYG Dynamic Host Services
Service
Drawing Dialplan External Services
CNCC Server
call
Agent Services

Multi DB Broker
Database For
Dialplan IDE
access Various DBMS

Build Smart Multi

Deploy Dialplan TTS Engine
Data Define Apply support

Manager
System
[ WEB ]

Integrated Maintenance tool. Hot deploy of Web Based

Dialplan Management tool
Dialplan Build & Deploy,
Data Definer

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8. CNCC Server Requisite

CNCC Server

Mandatory Systems Name Functions Object

PBX Basic PBX functions. VoIP phone connection. Call transfer

IVR Voice response by Dialplan through CNCC External Engine Daemon

CNCC Execute File
Conference Make a Conference call (Support CISCO VoIP phone )
Core Engine
REC Recording calls C , C++

CTI Agent connect, Call distribute, Call transfer, Check phone/Call Status
Mandatory CNCC Manager Web based Management tool
Manager Tool
Web System Managing CNCC Server, Provide Logs and Statistics
Web Module
Service
Call and Managing “Services (Business, Agent, External)” WAS (Tomcat)
Broker
CNCC Database Support Dynamic SQL in Dialplan. JSP
External Engine Broker (Support My SQL, MS-SQL, Informix, IBM DB2, Oracle) Java Servlet
TTS Engine Java Class
Translate TEXT to Speech through TTS Engine and Provide voice to Dialplan.
Broker (Static and Dynamic voice message control)

FXO/FXS Execute File

Optional FXO/FXS Support analog phones (FXO,FXS Device needed separately)
Engine C , C++

CNCC Dialplan IDE

Mandatory Systems Name Functions Object

CNCC Dialplan Windows
Optional WYSIWYG Dialplan Drawing tool
Dialplan IDE Editor Application

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9. CNCC Server License
CNCC Server

Mandatory Systems Name Functions Object

PBX
IVR Software License for each server (estimated by CPU & CORE) Daemon
CNCC Execute File
Conference (Not includes Call flow Drawing fee)
Core Engine
REC C , C++

CTI Software License for Number of Phone users

Mandatory CNCC Manager

Manager Tool
Web System Web Module
Software License for each server (estimated by CPU & CORE)
Service
Broker (Not included Business Module Development fee) WAS (Tomcat)

CNCC Database JSP

External Engine Broker Java Servlet
(Not included TTS Engine License) Java Class
TTS Engine
Broker
FXO/FXS Software License for each server (estimated by CPU & CORE) Execute File
Optional FXO/FXS
Engine (Not included FXO,FXS Devices) C , C++

CNCC Dialplan IDE

Mandatory Systems Name Functions Object

CNCC Dialplan Windows
Optional Software License for Number of tool users
Dialplan IDE Editor Application

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10. CNCC Dialplan IDE is

CNCC Dialplan IDE is WYSIWYG Based Dialplan Editor.

Dialplan is the name of call flow scenario used in CNCC. Customer’s call is run by this scenario.
This “eidetic” tool makes your maintenance more easy and time saving.
CNCC Dialplan IDE is especially include functions below and distinguished :
1. Calling Business Services
2. Database Interface
3. TTS Interface

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11. CNCC Dialplan IDE objects

Menu & Toolbar

Dialplan Tab

Project
Explorer

Toolbox
Property
Dialplan Editor
Components

Dialplan Drawing Board

Message , Log Output

Item Function

Menu Full-down menu for all function of CNCC Dialplan IDE.

Toolbar Quick click for main functions.

Dialplan Tab You can draw Main Dialplan and each Sub Dialplan at one window.

Toolbox Dialplan Components.

Drawing Board Space for Drawing Dialplan.

Project Explorer Explorer for Current Project

Properties Edit Properties of each selected components

Output Display window for Logs and messages when building (like Console window of eclipse)

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12. CNCC Manager System – Basic menus

CNCC Manager System is connected through Web Browsers. Menu Functions

When you Log-in, general system status displayed System

CNCC System Start, Stop, Restart
Management
And you can do some specific operations
Monitoring Various Status monitoring

By selecting any menu on left side of screen.

Trace Query Trace Query for some period and details

Recording list Query Recordings and hear/download

Statistics Various statistics and analysis

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13. CNCC Manager System - Monitoring

Phones Channel Status System Status (Auto Renewal, Full Screen for Monitoring Board)

Agent Status

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14. CNCC Manager System – Statistics, Analysis, Report

Channel statistics
For
For hours For day For month
weekdays

Report for Agent statistics for required period.

Service statistics
For
For hours For day For month
weekdays

Report for Business Service statistics for required period

Statistics for each service

Required period
Analysis Report for frequency, Success/Fail time&ratio and
Times of calling agent of every transaction type for the
period.

Trace Query
By date-time, Caller’s ID, Channel number

First, Query for required conditions, and display detail log

and transaction status, and flows.

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