telesnap attendant 2009 product presentation. telesnap ase/app/plm/ 0160 / en
TRANSCRIPT
Telesnap product portfolio
Telesnap offers an integrated portfolio for the following solutions:
CTI application with presence management Operator consoles Unified Messaging ACD
All solutions are based on the same server and can be operated and administrated on one server hardware with one administration tool.
This minimizes for customers and partners Administration effort Trainings Hardware- and operating system expenses Support effort
And thus ensures an extremely high efficiency with Telesnap Solutions.
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PM Operator
Telesnap ACD
Snapware/ WebSnapware
Telesnap UMS
New >Telesnap Attendant
Telesnap Product Portfolio 2009
Efficient communication with Telesnap products
Base Snapware Server
New > OCS-Gateway
New > Calendar-Server
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USPs – Operator consoles
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PM Operator is the top selling operator console for CUCM in GermanyIntegration with all Telesnap productsComfortable search functionsSupport for blind or visual impaired peopleNumerous references in different industriesExtensive presence informationCalendar informationChat to Snapware usersCaller identication with different data bases
New with Telesnap AttendantFlexible and freely configurable GUISearch in different data basesConnection via SIP to other PBX‘s (Aastra 5000 and ALCATEL OmniPCX
Enterprise 9.1.14)
Graphical User Interface
Call list for incoming calls with additional information (name of the caller, called number, waiting time, type of call), different data bases (Lotus Notes, MS Outlook, SAP, Novell Groupwise, ...) are used for caller identificationAutomatic diversion of calls to the appropriate queues (depending on call type)
Individually configurable queues for different types of calls;It is possible to assign a queue to one or more operators
Call control
Search field
Search result list with additional information Status bar
Minimized panels are docked in the right container
Freely configurable busy lamp field
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Telesnap Attendant
All panels of the Telesnap Attendant can be placed in every container of the application.5 Container are available. The size of the container can be adjusted.
Container positions
Below the lower container is the status bar. In the status bar is displayed Number of logged on users User name Extension Date and time Connection state
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Telesnap Attendant
Basic Layout
In the top container are the queue list and the A/B field, in the central container is the search panel.
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With the extended layout, the basic layout is extended by containers on then left and at the bottom. In the left container is the call control panel located, in the bottom container is the busy lamp field.More panels are minimized in the right container.
With the expert layout the user can modify the layout of the Telesnap Attendant.
Telesnap Attendant
Extended and expert Layout
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Queues
In the waiting field list all calls in the queues are displayed. More information, like name (if available), number and called number are displayed too. Additionally the type of call (internal/external) and the waiting time in the queue are displayed.
Configurable number of queues (per operator console)
Number of waiting fields per queue configurable, configurable drop target if the number of calls in the queue are above the limit
Service times and announcements configurable per queue
Logon of an attendant can overrule the service times
Separate drop targets for single or all holidays possible
Support of multi subscriber environments (Greeting, screen information and drop targets are configurable per subscriber)
Display of caller information (Name, company, phone number) as well as data for the actual target are displayed, when the data can be determined via a configurable data base (LDAP, Lotus Notes, Microsoft Outlook/Exchange, SAP R/3, Novell Groupwise, KlickTel or ODBC)
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Call control
Connections are displayed in the connection or A/B panel. Two calls are displayed. The first in the A field and the second (consultation) in the B field.
Liste of the icons that can be displayed in the connection field:
Off hook
Connected
On hold
Logged off
Logged on
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Auto answer
Switching and phone functions
With Accept and Transfer an incoming call is answered
The dial buttons dials the selected number
Disconnect A clears the call in the A field
Disconnect B clears the call in the B field
Disconnect all clears both calls (A and B field)
Park deflects the call the park queue
Hold puts the call at the phone on hold
Alternating between ready and not ready
Alternate between the calls in the A and B field
Redial of the last dialled number
Set forwarding for a phone
Clears the forwarding for a phone
Activation and deactivation of the automatic answering of incoming calls
Conference call
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Switching and phone functions
All switching function can be executed via mouse or keypad.
More switching functions Automatic recall for calls that are transferred to busy extensions Dynamic recall for transferred calls, that are not answered Call back on busy Wait while busy Transfer to voice mail
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Integrated LDAP based directory, LDAP directory can be configured
LDAP redundancy possible
Search in different data bases
Search with different configurable layouts
Detail view with more data for an entry (e.g. calendar or picture)
Line status (busy, free, unknown) for the extensions
Display of the active PM profile for Snapware users
Additional information field editable by the attendant
Phonetic/nickname search
Directory search
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Directoy search
Right click on a search entry or on a button in the busy lamp field opens a context menu with different options
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With the configurable key combination the „Team“ search can be executed. Different „Team“ searches are possible.
Address book – Team search
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Team folder
When the team search was executed, a new folder is created, that contains all team members of the selected target
Line State:
Display of the line state of the extensions
Display of activated forwarding
Presence Information:
Display of presence management profiles (Snapware), status in Microsoft OCS or IBM SameTime
Display of calendar entries
Search field:
The field contains the team information. All members with the same text in this field belong to the same team. The field is configurable (e.g. department, room number, etc.)
Address book – Team search
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Busy lamp field
Configurable busy lamp field Automatic creation on basis of the company directory possible Different folder possible Line state (busy, free, unknown) Display of presence information (Snapware, OCS and IBM SameTime) Display of active calendar entries
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Messaging
Chat with Snapware users or other attendants
Easy messaging service via email to the user
Sending of XML messages to XML capable phones
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Queues
Administration of the queues in the Snapware WebAdministration
Unlimited number of queues can be created
Several numbers can be combined in one queue (multi subscriber capability), announcement and drop target can be defined per number
Service times and announcements are defined per queue
It is possible to assign waiting fields to queues, with this feature local PM MediaServer can be used for distributed sites to handle the waiting fields locally
Automatic call distribution Linear Cyclic Longest idle
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Callflow
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Name, extension, PBX link
Type of the call
Service time
Operator logged on?
Waiting fields, announcement and waiting time
Waiting fields, announcement and waiting time
Drop target for calls of the wrong type
Drop target for calls during the off hours
Drop target when no operator is logged on
Drop target when no waiting field is free
Drop target when the waiting time is exceeded
Holidays
Holidays can be assigned to service times
Half holidays (e.g. Christmas or New Year´s Eve) are possible
Separate drop targets for all holidays can be configured
For single holidays different drop targets can be configured
Import from iCalendar files is possible
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Statistics
Statistics are integrated in the WebAdministration
The following statistics are available: Number of calls Waiting time Call duration
Different reporting times are possible
Export options as PDF or CSV file
Automatic generation of reports
Reports are sent by SMTP to the administrator
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Redundancy
A redundant configuration is possible
2 Telesnap Attendant Server will be installed in the same way
If the main server fails, the backup server take over
The Clients are connecting automatically with the backup server
If the primary server is available again, then a switch back is automatically done (at a configurable time of day)
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BackUp Server
Display of the active server. Option to switch the server
In large installations
Dynamic Monitoring
Activation of dynamic monitoring when more than 1000 monitors are needed
Only extensions are monitored, that are in the current result list for the search High scalability One server can monitor several thousand extensions
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Multi PBX environment Monitoring for extensions for more than one PBX and switching functionality in a
heterogeneous PBX environment
Telesnap Attendant Client
Aastra MX-ONE
LAN
PSTN
Aastra 5000
Cisco Unified CallManager
Telesnap Attendant Server is connected via LAN/WAN
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No Name Description PM Operator Telesnap Attendant
1 Snapware Chat Chat communication with Snapware Clients 2 Wait while busy When a target is busy, it is possible to transfer the call in the waiting
field until the target gets free. When the target gets free, the call is automatically transferred
3 Transfer to voice mail
It is possible to transfer a call directly to the voice mail of a user 4 Line status in real
timeThe line state of an extension is displayed in real time
5 Searching different data bases
It is possible to search in different data bases 6 Number of waiting
fieldsThe operator can control more than 6 queues
7 Automatic reconnect
When the connection to the server is lost the client automatically tries to reconnect to the server
8 Redundancy A redundant configuration is possible. When the primary server fails the client automatically connects to the backup server
9 Busy lamp field A configurable busy lamp field is included in the operator 10 Additional
informationIt is possible to store additional information for entries in the directory
11 Sending of XML messages
The operator can send dXML messages to phones
Features of the Telesnap Attendant compared to the PM Operator
Telesnap Attendant
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Features of the Telesnap Attendant compared to the PM Operator
Telesnap Attendant
12 Attention feature via sound card
For new calls in the waiting field a sound notification is played via the sound system of the PC
13 Attention feature via phone
For new call in the waiting field a sound notification is played via the phone
14 History A call history can be displayed for caller 15 Extended search
optionThe search can be executed in different layouts
16 Call back It is possible to activate a call back for a busy phone 17 Notification for last
operatorIt is possible to display a message when the last operator logs off
18 ASC Integration It is possible to integration the ASC voice recording 19 Flexible GUI The Gui of the operator can be adjusted by the attendant 20 Detail view Detail information can be displayed for search results 21 Auto answer Incoming calls can be automatically answered 22 Dynamic fallback After a call was transferred and not answered, the call automatically
falls back to the operator 23 Drop target for busy
extensionIf a call is transferred blind to a busy extension, a different drop target can be configured
24 Language selection The language of the client can be changed ASE/APP/PLM/ 0160 / EN
System requirements
Telesnap Attendant Client
Intel based PC, min 2,4 GHz, 2 GB RAM, 100 MB free disk space, network adapter Microsoft Windows XP, Microsoft Windows Vista, Microsoft Windows 7
Telesnap Attendant Server
Installation on one server: Microsoft Windows 2000 Server SP4 German, English, French. Microsoft Windows 2003
Server SP1 32 Bit German, English, Frensh. Microsoft Windows 2008 Server German, English, French
One PC with 2,4 GHz CPU, 2 GB RAM, 10 GB free disk space, 100 Mbit netzwork adapter Installation on two server Telesnap Attendant Server: Microsoft Windows 2000 Server SP4 German, English, French.
Microsoft Windows 2003 Server SP1 32 Bit German, English, French. Microsoft Windows 2008 Server German, English, French
Media Server: Microsoft Windows 2000 Professional oder Server SP4 German, English, French. Microsoft Windows 2003 SP1 32 Bit German, English, French. Microsoft Windows 2008 Server German, English, French
Two PCs with 2,4 GHz CPU, 2 GB RAM, 10 GB free disk space, 100 Mbit network adapter Microsoft Internet Information Services 5.0 or higher, Microsoft Internet Explorer 6.0 SP1
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Telesnap EVERYWHERE You want to see more?
www.telesnap.com
or just call us:Fon: +49(0)711 90 66 88 11Fax: +49(0)711 90 66 88 8
E-Mail: [email protected]
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