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Telesnap Attendant 2009

Telesnap Attendant 2009. Product presentation. Telesnap. Telesnap product portfolio. Telesnap offers an integrated portfolio for the following solutions: CTI application with presence management Operator consoles Unified Messaging ACD

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Telesnap Attendant 2009

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  1. Telesnap Attendant 2009 Product presentation

  2. Telesnap ASE/APP/PLM/ 0160 / EN

  3. 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. ASE/APP/PLM/ 0160 / EN

  4. Telesnap Product Portfolio 2009 Snapware/ WebSnapware New >Telesnap Attendant New > Calendar-Server New > OCS-Gateway Base Snapware Server Telesnap ACD PM Operator Telesnap UMS Efficient communication with Telesnap products ASE/APP/PLM/ 0160 / EN

  5. Operator console ASE/APP/PLM/ 0160 / EN

  6. Operator consoles PM Operator Telesnap Attendant ASE/APP/PLM/ 0160 / EN

  7. USPs – Operator consoles • PM Operator is the top selling operator console for CUCM in Germany • Integration with all Telesnap products • Comfortable search functions • Support for blind or visual impaired people • Numerous references in different industries • Extensive presence information • Calendar information • Chat to Snapware users • Caller identication with different data bases New with Telesnap Attendant • Flexible and freely configurable GUI • Search in different data bases • Connection via SIP to other PBX‘s (Aastra 5000 and ALCATEL OmniPCX Enterprise 9.1.14) ASE/APP/PLM/ 0160 / EN

  8. Telesnap Attendant ASE/APP/PLM/ 0160 / EN

  9. Telesnap Attendant Gui ASE/APP/PLM/ 0160 / EN

  10. Graphical User Interface Minimized panels are docked in the right container Individually configurable queues for different types of calls; It is possible to assign a queue to one or more operators 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 identification Automatic diversion of calls to the appropriate queues (depending on call type) Search field Call control Freely configurable busy lamp field Search result list with additional information Status bar ASE/APP/PLM/ 0160 / EN

  11. Telesnap Attendant Container positions 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. • 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 ASE/APP/PLM/ 0160 / EN

  12. 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. ASE/APP/PLM/ 0160 / EN

  13. Telesnap Attendant Extended and expert Layout 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. ASE/APP/PLM/ 0160 / EN

  14. 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) ASE/APP/PLM/ 0160 / EN

  15. 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: Logged off Off hook Connected Logged on On hold Auto answer ASE/APP/PLM/ 0160 / EN

  16. 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 ASE/APP/PLM/ 0160 / EN

  17. 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 ASE/APP/PLM/ 0160 / EN

  18. Directory search • 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 ASE/APP/PLM/ 0160 / EN

  19. Directoy search Right click on a search entry or on a button in the busy lamp field opens a context menu with different options ASE/APP/PLM/ 0160 / EN

  20. Address book – Team search With the configurable key combination the „Team“ search can be executed. Different „Team“ searches are possible. ASE/APP/PLM/ 0160 / EN

  21. Address book – Team search Team folder When the team search was executed, a new folder is created, that contains all team members of the selected target 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.) • Presence Information: • Display of presence management profiles (Snapware), status in Microsoft OCS or IBM SameTime • Display of calendar entries Line State: Display of the line state of the extensions Display of activated forwarding ASE/APP/PLM/ 0160 / EN

  22. 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 ASE/APP/PLM/ 0160 / EN

  23. Messaging • Chat with Snapware users or other attendants • Easy messaging service via email to the user • Sending of XML messages to XML capable phones ASE/APP/PLM/ 0160 / EN

  24. 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 ASE/APP/PLM/ 0160 / EN

  25. Callflow Name, extension, PBX link Type of the call Drop target for calls of the wrong type Service time Drop target for calls during the off hours Operator logged on? Drop target when no operator is logged on Waiting fields, announcement and waiting time Drop target when no waiting field is free Waiting fields, announcement and waiting time Drop target when the waiting time is exceeded ASE/APP/PLM/ 0160 / EN

  26. 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 ASE/APP/PLM/ 0160 / EN

  27. 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 ASE/APP/PLM/ 0160 / EN

  28. 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) BackUp Server Display of the active server. Option to switch the server ASE/APP/PLM/ 0160 / EN

  29. 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 ASE/APP/PLM/ 0160 / EN

  30. Multi PBX environment • Monitoring for extensions for more than one PBX and switching functionality in a heterogeneous PBX environment PSTN Cisco Unified CallManager Telesnap Attendant Server is connected via LAN/WAN Aastra 5000 Aastra MX-ONE Telesnap Attendant Client LAN ASE/APP/PLM/ 0160 / EN

  31. Telesnap Attendant Features of the Telesnap Attendant compared to the PM Operator ASE/APP/PLM/ 0160 / EN

  32. Telesnap Attendant Features of the Telesnap Attendant compared to the PM Operator ASE/APP/PLM/ 0160 / EN

  33. 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 ASE/APP/PLM/ 0160 / EN

  34. Telesnap EVERYWHERE You want to see more?www.telesnap.comor just call us:Fon: +49(0)711 90 66 88 11Fax: +49(0)711 90 66 88 8E-Mail: contact@telesnap.com ASE/APP/PLM/ 0160 / EN

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