Huawei ACD eSpace U2980 IVR Call Center

Huawei eSpace U2980 is an “ALL-IN-ONE” ACD platform specifically designed for high-end large enterprise contact centers. Highly compact with IMS/NGN oriented architecture, and integrated narrowband & broadband access platform reduces the contact centre integration challenges, time-to-market and cost per port.

U2980 provides rich variety of media resource capabilities, such as voice/video announcement playing, digit collecting, voice/video recording and fax.

It adopts advanced carrier grade hardware and software platform to ensure high availability and reliability of Contact Centre solution.

Abundant Media Resource Ability

• Support voice announcement and voice record. It can be used for IVR application and agent conversation record.
• Embedded fax ability. Without 3rd party fax solution, U2980 can support fax receiving and fax sending function.
• Support TTS/ASR feature. U2980 supports standard MRCP protocol, using this protocol, U2980 can connect to 3rd party TTS/ASR system.
• Support outbound detection feature: U2980 supports signal detection and tone detection feature. Using U2980, system can support predictive outbound feature which will increase agent efficiency.

 Powerful Video Ability

• Support 3G video and Web video. Support AVI and 3GP video file. Support H.263,H.264,and MPEG-4 codec format.
• Support video IVR. Supports multiple pictures. Support adding text into video. Video IVR script can be customized.
• Support video conversation with agent. Support holding video conversation, transferring video conversation, 3 party video conversation, etc. This can give customer more comfortable experience.
• Support video record and video quality control. Supervisor can do many quality control operations, including intrusion, inspection, monitor, and video record replay.

 High Reliability Design

• Core components adopt active-standby or load balance mechanisms to ensure system reliability. System reliability can reach 99.999%.
• U2980 can detect system fault and isolate them. The fault can not affect other component's normal status.
• U2980 has local routing function. Once U2980 cannot connect to CTI, U2980 can route new incoming calls to suitable agent based on rules in U2980. Once U2980 resume the connection to CTI system, U2980 can

 Multiple Network Connection

• Support SIP, ISUP, TUP protocol.
• Support PSTN/PLMN/NGN/WCDMA/CDMA2000/IMS network connection.
• Support voice connection and video connection simultaneously.

 Flexible Network Scheme

Centralized network

All the components are deployed at a central site. The internal network is separated with Internet network. This can ensure the internal network is safe and reliable.

Distributed network

 Whatever you want