SaaS (Software as a Service)
Software as a service means, in a nutshell, that you download software from the internet on an as-needed basis. With SaaS, you provide software to your employees so each one of them is running the same software version. The software and IT infrastructure are provided and operated in Azure, where you (an Azure customer) use them as a service. That means your organization hands off all IT infrastructure and administrative tasks so you can focus on your core business.
Accept and transfer a call (like a blind transfer). You take the call and route the caller to another party without prior announcement. The caller is routed and the call may or may not be answered. If the call is not answered, the caller is transferred back to the original called party (operator or individual person).
Salesforce is a CRM solution for managing customer relationships. All departments, including marketing, sales, customer service and online and stationary trade work on a common CRM platform.
Software vendor that develops ERP solutions for various business processes. Users can chat, e-mail and make phone calls from within the SAP application (SAP web client) thanks to interfaces with Skype for Business or Microsoft Teams and the contact center.
Sennheiser is a manufacturer of audio technology focusing on the development and production of microphones, headphones and application products such as headsets for PCs and call centres.
A server is both a computer that provides resources over a network and the program that runs on that computer. The hardware-based server, also known as the “host”, is a physical machine integrated into a computer network on which one or more software-based servers run in addition to the operating system. A software-based server is a program that offers a special service that can be used by other programs, so-called clients, locally or over a network. Communication is based on the client-server model, whereby service-specific transmission protocols are used for data exchange.
Service Level-Based Routing
Routing decisions are made based on the current service level for a particular service, as measured on a second-by-second basis.
SfB (Skype for Business)
Skype for Business is a client/server architecture that provides an efficient unified communications solution. Skype for Business can be used within a single organization, across organizational boundaries and with outside individuals. The client interface offers the same look and feel across device platforms and provides real-time presence information, including the user’s picture, availability and location. Professional teamwork is supported by commonly used channels such as calls, audio and video web conferencing, instant messaging (IM), file transfer, desktop sharing, voicemail, whiteboards and e-mail.
SfB Control Panel
The Control Panel is the graphical administration interface for Skype for Business Server. With an administrator access (role “CsAdministrator”) central administration tasks are done. Settings for an SfB user in the Control Panel are synchronised to AD.
PowerShell is a command shell and scripting language for administering and managing Skype for Business Server instead of using the GUI-based Skye for Business Server Control Panel.
SfB Topology Builder
Topology Builder is the installation and management component of Skype for Business Server. It is used to deploy servers and create, publish and change server topologies.
Microsoft platform that allows employees at your organization to work on documents simultaneously. Other central features include web content management, document management and security features that help you meet your organization’s or industry’s compliance policies.
Single sign-on (SSO) lets users access multiple resources for which they have access permissions after presenting their login credentials only once. Employee data (passwords, access permissions, etc.) is recorded centrally in a main directory. All services and applications access the main directory in order to authenticate the user.
SIP (Session Initiation Protocol)
SIP is a signaling and controlling protocol for IP-based multimedia and mobile communications services and applications. In VoIP, it is used to set up calls, transfer data during the call and tear down calls (SIP session). Calls are signaled by resolving either a number or a name, such as the SIP address “sip:email@example.com”. SIP trunks are used to connect system components to one another in the local network, to connect to servers in the internet and to connect to the public switched telephone network (PSTN).
SIP addresses (also known as URIs) can be used to contact people with a software phone (e.g. Skype for Business or Microsoft Teams client) or a SIP telephone. SIP addresses have the same structure as an e-mail address, except they use the prefix “sip:” (e.g. “sip:firstname.lastname@example.org”). If you know your party’s SIP address, you can enter the SIP address instead of a phone number as long as the phone or software accepts alphanumeric SIP addresses.
Compared to the older PSTN technology, telephone lines are provided by connecting a SIP trunk, because ISDN PRI/BRI and analogue connections are as outdated as E1 or T1 lines. According to the latest technology, today’s telephone line is a SIP trunk, which offers the same range of functions and is much more flexible. A SIP trunk for the telephony connection (standard protocol SIP — Session Initiation Protocol) works IP-based and offers the connection of local telephone systems and terminals to the Internet.
Skill-based routing assigns customer contacts to agents or agent groups with certain skills, qualifications and specializations. Skills can include language proficiency, specialization in a particular field, education or other qualifications. Skill-based routing requires you to define skills (language, field, contact type), skill levels (e.g. 10=specialist and 1=in training) and skill groups (a group of agents that have the same skills). Customer inquiries (calls, chat messages, e-mails, etc.) are assigned to appropriately qualified agents at your organization in order to drive key factors such as customer satisfaction.
Microsoft hybrid cloud storage with data backup, archiving and disaster recovery. StorSimple is an on-premises storage solution with a flexible, scalable cloud extension. The entry-level versions begin at 15 to 40 TB in local storage and 200 TB in the cloud. Local storage gives your organization rapid internal access to data. The extended cloud storage holds data backups and snapshots as well as inactive or cold data specified by user-defined retention policies.
SymDialog5 is the core of Sympalogs’ SymBase5 voice platform for the development of voice dialogue systems. It can control different types of dialogues and this as an IVR application, as a chatbot or as a dialogue-oriented backend module for controlling applications. The module combines an intelligent and user-friendly dialogue control with the knowledge from your backend systems.
System Center from Microsoft is an IT administration suite of management consoles for different tasks, plus multiple automated management tools for deployment, configuration and monitoring in hybrid IT infrastructures (on-premises/Azure). Virtual Machine Manager, for example, is a powerful tool for administering virtualized data centers. Configuration Manager enables the deployment of more efficient IT services, compliance enforcement and powerful resource management for servers, desktops, laptops and mobile devices. Operations Manager (SCOM) allows flexible, cost-efficient monitoring of your IT infrastructure.