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PM Operator 2009

PM Operator 2009. Product presentation. Introduction. PM Operator. Comfortable Operator workplace with cross-system switchboard functionality Multiple waiting queues with separate announcements Integrated telephone directory Advanced call handling & telephony functionality

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PM Operator 2009

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  1. PM Operator 2009 Product presentation

  2. Introduction Doc.No.: TS2009-07-10-0062

  3. PM Operator • Comfortable Operator workplace with cross-system switchboard functionality • Multiple waiting queues with separate announcements • Integrated telephone directory • Advanced call handling & telephony functionality • Calendar integration • Support for blind or visually handicapped people Doc.No.: TS2009-07-10-0062

  4. Overview • Overview • Topology • Waiting queues • Caller information list • Telephony functions • Integrated telephone directory • Calendar integration • Multi-tenant environment • Dynamic monitoring Doc.No.: TS2009-07-10-0062

  5. Topologie CTI Link PM Operator Server Cisco Unified CallManager PM Operator Client Doc.No.: TS2009-07-10-0062

  6. PM Operator Gui Doc.No.: TS2009-07-10-0062

  7. GUI 1/4 Doc.No.: TS2009-07-10-0062

  8. GUI 2/4 Caller list for incoming calls with essential information (name of the caller, called number, waiting time, call type), caller identification based on several databases (Lotus Notes, MS Outlook, SAP, Novell GroupWise,...) Automated transfer of incoming calls to respective waiting queues Configurable waiting queues for different call types; Queue assignment to one single or several PM Operator workplaces Search fields: Comfortable and customizable automated search Manual search using up to 5 different criteria Search functionality is carried out either on existing database (e.g. DC Directory) or via integrated LDAP directory • Search result list with additional information: • Extension • Department • Email address • Description for ad hoc notes by operator or employee • Real-time phone status information (available, busy, call forwarding,...) • Calendar integration Display of activated call forwarding or call forwarding profiles Display of calendar entries Doc.No.: TS2009-07-10-0062

  9. GUI 3/4 ‘Park and Wait’ call ’Park and Wait’: Callers can be held in a waiting queue as long as the desired extension is busy. The call will be transferred as soon as the extension becomes available. Doc.No.: TS2009-07-10-0062

  10. GUI 4/4 Phone functionality Display of VIP extensions / speed dial buttons with status display / busy lamp field for internal targets red = busy green = available OPTIONALLY: External speed dial targets without status display Activity menu: Send Email / SMS Transfer to voicemail Calendar access Telephony Functions Instant Messaging (Chat) Doc.No.: TS2009-07-10-0062

  11. Additional functions • Attention feature • New calls can be signalled acoustically on the operator‘s phone • Revised log on/log off mechanism • Information appears if it is the last operator who wants to log off Doc.No.: TS2009-07-10-0062

  12. Waiting queues Doc.No.: TS2009-07-10-0062

  13. Caller Information List • Automatic night switch: Configuration of service hours for every waiting queue as well as a drop target for the out of service hours. • Manual night switch: If the PM Operator is deactivated, calls are transferred to a pre-defined drop target. • Announcement before answering (e.g. for multi-tenant environments): The caller hears an additional configurable announcement. This is important if one PM Operator serves several companies. • Additional forwarding target if no operator is logged on: For all incoming calls the software checks whether at least one operator is logged on to PM Operator. If not, the call will be forwarded to a configurable target. Doc.No.: TS2009-07-10-0062

  14. Waiting queues 1/4 A repository for calls that cannot be assigned to any other queue: e.g. calls exceeding time limits (maximum waiting time in a waiting queue), or ‘blind transferred calls‘ to a busy target Queue for call forwarding to the operator from the extension Calls that were transferred to an extension by the operator but were not answered, so they fall back to this queue Queue for external calls to the main number Queue for internal calls to the main number Queue for parked calls, e.g. to answer a second incoming call Doc.No.: TS2009-07-10-0062

  15. Waiting queues 2/4 • Processing of calls in waiting queues is possible either in sequence (first in/first out principle) or by picking from the list • Individual announcement for each waiting queue • Long waiting calls are highlighted by flashing • Waiting queues are configurable to be private only for one operator or for several operators (public) • Configurable naming of the waiting queues Doc.No.: TS2009-07-10-0062

  16. Waiting queues 3/4 Double Click or press ‘Enter‘ on the selected row in the caller information list The focused call is taken Click on one of the six waiting queues The first call in the respective waiting queue is taken Doc.No.: TS2009-07-10-0062

  17. Waiting queues 4/4 Unique call number Simple pick up of a call by predefined keys Actual waiting time of the caller Status field Number of calls waiting in this queue • Caller hears ringing sound then, after a configurable duration • the caller hears the announcement of the waiting queue Doc.No.: TS2009-07-10-0062

  18. Address book Find contacts and transfer calls Doc.No.: TS2009-07-10-0062

  19. Advanced Call Handling Advanced transfer possibilities • Blind transfer to mobile number via hotkey • Direct transfer from a waiting queue to a specific target device without answering the call first: advantageous when the operator already knows to whom the caller wants to talk to • Direct transfer to a user‘s voicemail using the context menu Doc.No.: TS2009-07-10-0062

  20. Address book 1/4 Integrated LDAP address directory with several import functions or usage of existing address directoriesCaller Identification Status display of desired extension number Missing monitoring authorization Available Busy Call forwarding status display Display of activated Presence Management profiles Doc.No.: TS2009-07-10-0062

  21. Address book 2/4 Search mechanism: Quick and comfortable automatic search functions by name or extension ORCombined search for name and company or name and department in one single search field for a faster search Team Function: Search function to find partners in the same department in case the desired transfer target is unavailable Example for combined search Doc.No.: TS2009-07-10-0062

  22. Address book 3/4 Search mechanism: Extended manual search functions for a more detailed search Two additional configurable search fields Automatic search for the called device when the operator gets a call from the „Dropped“ or „Fallback“ queue: the operator does not have to look manually if the extension is available Search results Line display & Snapware status display Doc.No.: TS2009-07-10-0062

  23. Address book 4/4 Right click on a search list entry opens a context menu with several options Context menu “Call“ Possibility to choose desired number based on entries in the online telephone directory • Convenient communication to internally unavailable persons by sending • an e-mail to the selected person, using a pre-filled template which contains the e-mail address and the caller information or • a pre-defined SMS Doc.No.: TS2009-07-10-0062

  24. Instant Messaging Doc.No.: TS2009-07-10-0062

  25. Instant Messaging 1/2 • Chat communication with colleagues using a Snapware client Instant Messaging Window Doc.No.: TS2009-07-10-0062

  26. Instant Messaging 2/2 • Possibility to push information on the XML display of Cisco‘s IP phone This information will be displayed on the IP phone Doc.No.: TS2009-07-10-0062

  27. Calendar-integration Direct access to the calendar of the employees Doc.No.: TS2009-07-10-0062

  28. Calendar integration 1/2 Pressing the right mouse button opens the context menu with the <Calendar> option Selecting this option will open a window allowing the access to the MS Outlook calendar of the user It is also possible to browse within the calendar. Doc.No.: TS2009-07-10-0062

  29. Calendar integration 2/2 The access to the calendar is possible for the following systems: • MS Exchange 2000/2003 • Lotus Notes ab 6.5 • Novell Groupwise 7.0 SP1 or higher Doc.No.: TS2009-07-10-0062

  30. More features Doc.No.: TS2009-07-10-0062

  31. Multi tenant environment Multi-tenant support in the caller list, and after accepting the call within the current connection window Doc.No.: TS2009-07-10-0062

  32. In blind mode 1/2 • Access to all functions through configurable hotkeys • Text replaces symbols • Context-sensitive navigation using the tab key • Automatic focusing • Switching to black and white view without information loss • Complete control over all functions through the keyboard Status display as text The special consideration of visually challenged people‘s requirements during the application design minimizes the customizing effort to integrate any kind of accessibility devices. Doc.No.: TS2009-07-10-0062

  33. In small installations Small Business Edition • Monitoring up to 300 extensions • Maximum 3 PM Operator Clients • Redundancy possible Doc.No.: TS2009-07-10-0062

  34. In large installations • Dynamic Monitoring (Optional) • For installations with more than 1000 extensions, dynamic monitoring is available • PM Operator monitors only the extensions which are relevant for the current search • Unlimited scalability • One single server can serve an unlimited number of extensions Doc.No.: TS2009-07-10-0062

  35. Cross-PBX monitoring PSTN PSTN PSTN PSTN • Cross-PBX monitoring and transfer functions for heterogeneous PBX environments Snapware Server is connected to the PBXs via LAN/ WAN or ISDN Siemens HiPath 4000 Alcatel 4400 Cisco Unified CallManager PM Operator Client LAN Doc.No.: TS2009-07-10-0062

  36. System requirements PM Operator Client Intel based PC, min 500 MHz, 128 MB RAM, 100 MB free disk space, network adapter • Windows 2000 SP4 or higher, Windows XP, Windows Vista PM Operator Server Installation on one server: • Windows 2000 Server SP4 German, English, French. Windows 2003 Server SP1 German, English, French • One PC with 2,4 GHz CPU, 2 GB RAM, 10 GB free disk space, 100 Mbit network adapter • Installation on two server • Snapware Server: Windows 2000 Server SP4 German, English, French. Windows 2003 Server SP1 German, English, French • Media Server: Windows 2000 Professional or Server SP4 German, English, French. Windows 2003 SP1 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 Doc.No.: TS2009-07-10-0062

  37. Benefits Facilitates communication and optimizes time Real-time communication builds a robust virtual presence No loss of calls Creates instant and seamless connections to better serve the customer Communication made easy: empowers employees, improves productivity Integrated into existing groupware and email structures Intuitive usability with graphical user interface Doc.No.: TS2009-07-10-0062

  38. Telesnap EVERYWHERE Do you want to know more ?www.telesnap.comOr feel free to contact us:Fon: +49(0)711 90 66 88 11Fax: +49(0)711 90 66 88 8E-Mail: contact@telesnap.com Doc.No.: TS2009-07-10-0062

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