ACE applications and interfaces

On this page you find:

• The names of products, applications, interfaces and larger functions within Telia ACE.
• Any previous names, replaced e.g. when CallGuide became ACE.
• Which languages you choose.

Also see Additional services.

Name in alphabetical order	DESCRIPTION and Included components	Available in this Language
ACE AD Adapter	For synchronization of user information from Active Directory. See Synchronization of AD user accounts.	English
ACE Admin	For all administration and configuration of your contact centre. See The various menus in ACE Admin.	English, Svenska, Suomi
ACE Agent	Application where agents and operators handle all contact types. See  ACE Agent. With components ACE Connector for Skype and ACE Screen Pop.	English, Svenska, Suomi, Norsk, Dansk, Deutsch, Français
ACE Application IVR	An IVR service for communication via speech.
ACE Application Server	Maintains the contact between ACE Database and the Admin, Pulse, and Agent clients.
ACE Chat Engine	Handles incoming chat sessions. See Terms associated with ACE Chat.
ACE Coach	Web based tool with the most common coach functions from Admin and Pulse.	English and Svenska
ACE Cobrowsing Engine	Handles incoming co-browsing sessions. See Basics about co-browsing.
ACE Configuration Utility	A component included in multiple sub products. An interface to e.g. make changes to the computer registry. See Why you need Configuration Utility.
ACE Connector for Skype	A component used with ACE Agent When the switch is Skype for business.
ACE Database	Holds information about configurations, real-time data and statistics.	Static database content, such as descriptions of system parameters, is localised to either English, Svenska or Suomi during installation.
ACE Dialer	Handling dialler campaign work within an ACE contact centre. See Basisc about campaign.
ACE Dialer Engine	Handling outbound telephony together with ACE Application IVR.
ACE E-sign	For signing and storing electronic documents. See What is ACE E-sign?	The application is available in a variety of languages including English, Svenska, Suomi, Norsk, Dansk
ACE Email Server	Handles the categorisation and pattern matching of emails. Includes ACE Account Manager and ACE Work Item Server.
ACE Facebook Adapter	Provides ACE Agent with information about events for subscribed items in Facebook.
ACE Interact Former CallGuide Edge Agent.	The agents' tool in all interactions with the customers. See ACE Interact main view.	English, Svenska, Suomi, Norsk, Dansk
ACE InteractionView Transfer	Part of the open interface for Interaction View, replicating information to a database server outside ACE.
ACE IVR Enterprise	An on-premises IVR, with functions as seen in ACE IVR VCC.
ACE IVR Gateway	An IP based IVR service, with functions as seen in ACE IVR VCC.
ACE IVR VCC	Handling e.g. greeting and information messages, call queues and call routing to automatic services and agents.
ACE Knowledge Former CallGuide Answer	A self-learning knowledge base, with bot widgets. See  ACE Knowledge.	Portals and other interfaces are available in English, Svenska, Suomi, Norsk, Dansk The knowledge base guides can be set up in a large variety of languages, including e.g. Greek, Icelandic, Lithuanian and Russian.
ACE Main Server Former CallGuide Server	Handles the routing for all contacts, and produces statistics for agents, contacts and current situation. Including ACE Alarm Logger, ACE Agent Server, ACE Server Manager and ACE Stat Server.
ACE Mobile Engine	Including ACE Mobile Agent, for work with contact centre calls in your mobile phone.	English, Svenska, Suomi
ACE Monitor Former CallGuide Edge Pulse	A wallboard showing real time status. See Basics about ACE Monitor	English, Svenska, Suomi
ACE Online Help	Public web site https://docs.ace.teliacompany.com Opened with F1 in ACE applications	Details, i.e. the in depth information is in English. The shorter Get Started sections are the same languages as the described application. See e.g. ACE Agent and ACE Report.
ACE OpenTok Adapter	Enables video chat on your web site. See Administrate video chat.
ACE Presence Adapter	For communication between ACE applications and interfaces and your local attendance or UC system. Also see UC system settings.
ACE Proactive Web Engine	The core part of the ACE Proactive web function. See Basics about Proactive Web.
ACE Pulse	Real-time views for supervision of the contact centre queues and agents.	English, Svenska, Suomi
ACE Recording	Record calls for documentation, training and supervision. See ACE Recording.
ACE Recording G2	Record calls for documentation, training and supervision.
ACE Reference Chat Client	An implementation of a chat client to use as is, or as a starting point for development. Also see Terms associated with ACE Chat.
ACE Report	Follow up the operation in a contact centre by producing statistical reports. See Start ACE Report.	English, Svenska, Suomi
ACE Report Server	Generating scheduled statistical reports. See Add or modify a report job.
ACE Screen Pop	A component in the installation program of ACE Agent and in a separate program used with ACE Interact.
ACE ServiceNode Base	Integration with telephony network. Overall control of ACE IVR VCC and ACE IVR Gateway. Including ACE Alarm handler.
ACE ServiceNode Tenant	Handling dialogue flows and routing of IVR calls.
ACE Sms Database	Used by ACE applications and interfaces.
ACE Softphone	See  ACE Voice.	English, Svenska
ACE Stat Transfer	Transfers raw data for statistical calculations to your local database server.
ACE Survey Database	Used by the ACE survey tool. See ACE Survey.	English, Svenska
ACE Survey Engine	Includes ACE Survey Admin; where you set up, distribute and analyse the contact centre's surveys. See ACE Survey.	English, Svenska
ACE Text to Speech Engine	Taking parameters in text format and answering by a sound file. See e.g. ACE Application IVR and Handle audio files for phone surveys.
ACE Voice	See  ACE Voice.	English, Svenska
ACE Web API	Offering client applications tools to create callbacks and get opening hours and real-time queue status for any media type.	English
ACE Web SDK	A Software Development Kit, for development of chat, co-browsing and proactive web clients, integrated in the company's web pages. See Customer interactions online. Includes ACE Web Distribution Server, used for distribution of ACE Reference Chat Client.	English, Svenska, Suomi, Norsk, Dansk, Deutsch

Functions

Examples of collection concepts, including more than one component

• ACE Chat
• ACE Co-browsing
• ACE Email
• ACE Interaction View
• ACE Proactive web
• ACE Recording
• ACE Twitter
• ACE Video
• ACE Voice

Open interfaces

Agent Interface - ActiveX, Agent Interface - CRM Server, InterfaceSpecification Agent Interface - JSAPI

Control features in agents' applications from a system outside Telia ACE.

Attendant Message Interface

Synchronise presence information between Telia ACE and your attendance system.

Callback Interface - Web Service

Import callback records from a system outside Telia ACE.

Campaign Interface

Create campaign records via a system outside Telia ACE.

Conversational API

REST API for ACE Chat for server to server applications.

Email Interface

For customised email processing.

Historic Data Interface

Exporting of statistics as raw data.

Interaction View Interface

Accessing data, produced by Telia ACE Interaction View function.

Message & Work Item Interface

Create work items in Telia ACE.

Pulse Interface

Collect real time data from Telia ACE.

Real time & Workforce Interface

Feed real-time information into e.g. an integrated work force planning system. Also see Additional services.

Recording Interface

Integrate your own recording equipment.

Routing Interface

Create your own routing algorithms in Erlang.

Screen Pop Interface

Configure screen pop via e.g. DDE, Dynamic Data Exchange.

Sms Interface

Send and receive SMS in Telia ACE.

Statistics & Workforce Interface

Export accumulated statistics to e.g. an integrated work force planning system. Also see Additional services.