MEDIATOR

MEDIATOR (UCC AND CRM INTEGRATION SYSTEM)

Mediator is an application server which provides unrestricted communication between
Cisco Unified Contact Center (UCC) and Customer Relationship Management (CRM)
systems. Incorporating Mediator into this scenario ensures data and event exchange
between these two platforms.

Mediator removes the communication barrier between the two different worlds of Contact
Centers (routed calls based on customer data) and CRM systems (control of phone
devices). Bridging these two systems allows you to use their strengths to the full extent.

FOR WHOM Mediator is designed for all companies running Cisco UCC. Whether you use SAP
IS MEDIATOR CRM or any other CRM system, Mediator can help you integrate it with UCC so you can
INTENDED? enjoy the benefits of full control over both systems.

KEY MEDIATOR • Allows full call control directly from CRM’s desktop
FEATURES • Make / Answer / Drop call
• Conference / Consult / Transfer call
• Hold / Unhold call
• Switch between active calls
• Full agent state control
• Transfers events from Contact Center to CRM
• Transfers “Call Attached Data” in both directions
• Transfers customer data to Contact Center for enhanced call routing
• Searches for the caller using ANI
• Pops up CRM window for an incoming call

KEY MEDIATOR • Improves Contact Center performance and efficiency

BENEFITS (Customer data handling and customer interaction become a single process using
a unified interface)
• Enables call routing based on business rules stored in the CRM system
(Easy to incorporate additional systems and data sources)
• Transfers incoming call identification to the CRM system
(Additional information stored in CRM can be displayed on call arrival)
• Uses modular design which allows module selection depending
on customer needs
• Enables 3rd party application integration, such as a call recording system
(Records are directly accessible from the CRM desktop)
NO MORE AGENT When using Mediator, agents do not
CONFUSION… have to use more than one desktop
application. For example, for SAP
CRM , agents work with the Customer
Interaction Center application for both
data handling and full call control.
Data is automatically passed from the
Contact Center to the CRM desktop in
the background by Mediator.

Agents also enjoy instant information lookup. No time is spent searching for customer data.

TWO WAY Mediator transfers event notification

COMMUNICATION and data both to and from UCC and to
and from CRM. It can even ask other
legacy SQL systems for quick data
retrieval. This data can then be used by
ICM or IVR for enhanced call routing.
For time critical requests, SQL module
can be used to retrieve data as quickly
as possible from pre-prepared data
extracts. This ensures that lengthy deci-
sions by ICM are avoided.

MODULARITY Mediator is built using a highly modular design approach that allows you to select
BEYOND LIMITS… the modules based on your requirements and solution needs. Moreover, new 3rd party
modules can be developed and incorporated into Mediator as well.

SAP system
Cisco UCC Infrastructure
SAP Applications
SAP application or CIC Microsoft SQL
CTI OS Server IVR Application Microsoft SQL Server
gateway SAPphone Server 2000+
RFC
remoting HTTP/XML GED 145 RFC ADO.Net

CTIBridge module HTTP-XML module GED module SAP-RFC module Syphone module SQL module

XML

Mediator
 MODULES The following, modules can be combined to achieve the specific effects you need, to meet
AVAILABLE: the communication demands of your Contact Center.

UCC RELATED • Cisco CTI Module

MODULES Implements communication with CTI OS Server. Enables full call control, agent
state management, etc.
• GED Module
Allows the application gateway to request data from CRM in the call routing phase,
thus enabling context sensitive call routing.
• HTTP Module
Allows IP IVR to request and store data while a call is in an IVR session.
IVR applications are then capable of making decisions based not only on caller
entered data, but also on data available in the CRM system.
SAP RELATED MODULES • Syphone Module
Assures communication with the SAP CRM system conforming to SAPPhone
interface. Implements agent state management and call control on the SAP side.
• SAP RFC Module
Provides communication with SAP System. Enables the calling of any SAP
function using RFC protocol.
UNIVERSAL MODULES • Base Module
Is needed for all scenarios of Mediator incorporation. It performs all information
routing and module coordination.
• SQL Module
A high performance data retrieval module. It retrieves data from any data
source built on Microsoft SQL Server. It is the best choice for quick data
lookups, especially suitable for gaining information in the call routing phase.

SYSTEM Mediator is designed to run with Cisco Unified Contact Center Enterprise 5.x, 6.x, and 7.x.
REQUIREMENTS
2Ring
Plynárenská 5, Bratislava 821 09, Slovak Republic
Tel.: +421 2 5822 4550, Fax: +421 2 5822 4199
www.2ring.com, info@2ring.com
© 2007 2Ring, spol. s r. o. All rights reserved. Images were used courtesy of Cisco Systems, Inc. Cisco, Cisco Systems,
and the Cisco logos are trademarks or registered trademarks of Cisco Systems, Inc. and/or its affiliates in the U.S. and
certain other countries.