PIMphony

1. PIMphony 3BN 69070 4141 TCASA Ed.1 June, 2007

2. Agenda • Introduction • PIMphony Basic • PIMphony Pro • PIMphony Team • PIMphony Attendant • PIMphony IP • Terminal Server • Mobility / Silent Installation • On-line Update • Features List & Technical Data

3. 1 Introduction

4. Introduction A soft phone solution that turns your PC into a powerful telephony assistant • Logical association between voice terminal and application on PC • All terminals supported : 8&9 Series, DECT, IP Touch WLAN, Analog • A seamless integration with your Contact management application • Screen pop of Contact Card for incoming and outgoing calls • Dial by name, Call log • Direct call from any Windows application • Drag and drop / Copy and paste • Strong integration with OmniPCX Office applications • Call handling • Voice Mail • Phone supervision

5. Architecture • PIMphony only available in direct connection • No need for TAPI interface/licenses • web services based : http and https User PC PIMphony Soap Web Services Provider CSTA Central Services CTI link

6. A complete offer • A range of versions to fit to various office users or remote users needs • PIMphony Basic • Free of charge entry offering • No software licenses required • PIMphony Pro • “Basic” version + personal features • PIMphony Team • “Pro” version + teamwork services • PIMphony Attendant • “Team” version + attendant services • PIMphony IP • Any PIMphony version on IP media

7. A complete offer ASSISTANT Multi-site supervision Mono-site & multi-site user data configuration Mono-site & multi-site system data configuration TEAM Assistant features Supervision for teamwork PRO Contact cards management integration Voice mail management Unified messaging BASIC Call control management Embedded call log IP All features On IP media Embedded Voice media

8. Benefits • Increase employee and enterprise productivity • Unique user interface to manage daily phone task • Instant access to telephone information • Easy call handling (dial by name, drag&drop, copy&paste, voice mail) • Improves customer relationship • Integration with Personal Information Manager and Contact Management applications • Personalized welcome with to caller identification and screen pop • Customer loyalty with history follow up • The unique solution to meet enterprise needs • Various computing architecture • Standalone and remote user

9. Limits • Maximum number of PIMphony users software licenses • Compact unit & Advanced unit : 25 (without hard disk) / 75 (with hard disk) • Premium unit : 200 • Free Try-and-Buy • During 60 days • After installation of the 1st PIMphony client • PIMphony Pro and Team • No free Try-and-Buy for PIMphony Attendant & PIMphony IP • Up to maximum number of possible PIMphony users (25/75/200)

10. PIMphony and Extended Communication Server • PIMphony Team available free of charge with Extended Communication Server • When deployed jointly with OmniPCX Office • Requires Extended Communication Suite or Extended Communication user license • Downloading through Virtual Desktop • 1 free PIMphony Team client licenses for each Extended Communication user • Up to 75 free PIMphony Team licenses max (if hard disk in OmniPCX Office) • 25 PIMphony Team max if no hard disk

11. 2 PIMphony Basic

12. Call control • Adapted to your current use of other applications, PIMphony can be: • anicon in the Windows task bar as the PC is switched on • a phone bar at the top of the screen • a phone window

13. Phone Icon • Quick phone actions with a simple click • Make / Answer / Release a call • Copy & Dial • copy a phone number from a file • and dial with a simple click on the icon • Check the status of your telephone • Disconnected /Idle / In conversation / Ringing / Forwarded • Notification information • Unanswered calls • Voice mail

14. Phone Bar • A full set of phone features on a reduced space • Copy & Dial • Redial among the 10 last called number list • Access to speed dial • Access to features • Enquiry, transfer, conference, forward, nomadic, call deflection, … • Drag & Dial from any file or application • E.g. from Web pages, Yellow pages, Word file, Excel file, … • Caller identification • Name or number

15. Phone Window • Manage up to 8 communications • Separate status for each communication • on hold, enquiry, conference,… • caller identification (name and/or number) • Direct activation of features in dynamic mode • Don’t lose anymore calls • Notification of unanswered calls and Voice messages • Call back of the caller or access to the Voice Mail in one click

16. Phone Window • Programmable keys • Ease your repetitive tasks with a simple click on direct keys • Up to 50 programmable keys • Direct keys to speed up the calls • Simple programming of the keys

17. Call Log • You can not say you didn’t know… • Who you called and who called you • last 30 days stored • Detailed information provided • Identification (name/number) • Answered / Unanswered / Voice Mail • Direction (in/out) • Date and time • Duration • Direct call by double-click • On selected entry • Possibility to export call log

18. Incoming Outgoing All calls Delete entries Filter by name Screen popping* Call Log • Facilities supported • Filtering • All calls / calls to voice mail / incoming / outgoing • By name or number • Delete entries • Pop-up of contact card of selected entry • (*) Not in PIMphony Basic version • Call Log centralized in OmniPCX Office • No need of an external serveer • Events stored even when PIMphony client is disconnected • Loaded when PIMphony client reconnects • Capacity : 30 last call logs per user if no hard disk in OXO (500 with hard disk)

19. 3 PIMphony Pro

20. Screen Pop-Up • What is a contact management application ? • An application managing your contact information and relationships • Store all your contacts (address, telephone, e-mail, …) • Schedule appointments and meetings • History of your relationships • Market segmentation • Personal Information Manager • Workgroup Contact Manager • Sales Force Automation - Customer Relationship Manager

21. Screen Pop-Up • Contact Manager integration • Improve customer interactions • Automatic identification of the caller • Automatic screen pop of contact card • Dial by name caller’s contact card • Contact history management • Customer information sharing • Customized Screen pop scenario • Wizard configuration available

22. Screen Pop-Up • Contact Manager software supported • Microsoft Outlook 2000/2002/2003 • Microsoft Access 2000/2002/2003 • GoldMine 6.5/6.7 from FrontRange Solutions • Act! 6.0/2005 from Sage Group • Lotus Notes 5.02 to 6.5 from IBM

23. Screen Pop-Up • Supported features • Microsoft Outlook • Dial from an Outlook contact card • Dial by name • Automatic/Manual screen pop • Screen pop set-up wizard • Journal entry • Email sending • Microsoft Access • Dial by name • Automatic/Manual screen pop • GoldMine from FrontRange Solutions • Dial by name • Automatic/Manual screen pop • Act! from Sage Group • Dial from an Act! Contact card • Dial by name • Automatic/Manual screen pop • Journal entry • Email sending • Lotus Notes from IBM • Dial by name • Automatic/Manual screen pop • Journal entry

24. Screen Pop-Up • Example with Microsoft Outlook contact cards • Pop-up of the contact card when the call is answered

25. Extended Dial by Name • Dial-by-Name possible from • Personal list in PIMphony • Contact Management application • Outlook, Access, Act!, Goldmine, Notes • OmniPCX Office Directory • Subscribers, Common Repertory • External LDAP server Directory PIMphony personal list Contact Manager PBX Directory LDAP server Directory

26. Visual Mailbox • PIMphony Visual Mailbox increases the performance of the voice mail • Voice mail notification

27. Visual Mailbox • Direct access to messages • Management of the voice messages from the PC • Read/Delete messages • Skip to previous/next message • Forward message (with comment) • Associated contact card screen pop • Store messages on PC • Record on line from the PC

28. Unified Messaging • Message notification in any e-mail client inbox • Voice messages handled as e-mails • Date & time • Caller’s name &/or phone number • Attached file: voice message (.wav format) • Voice messages can be read by any .wav reader • Feature activation in OMC by administrator • Customisation of email address by PIMphony user • Option to delete message in OmniPCX Office

29. 4 PIMphony Team

30. Target • PIMphony Team for 2 target users • Team worker • Supervision window • Team assistant • People receiving and dispatching high volume of calls within a team or group • Possible personal settings • Default type of transfer (supervised or not) • Ability to get statistics information • Time setting for alarms on waiting calls • Assistant view & supervision window

31. Supervision window • Optimised call management in a working group • Define the working groups or services in the company with OmniPCX Office internal phone book • Possibility to monitor individual employees in the company or members of groups/teams • Monitor the status of each person in the work group • Call status (free, in conversation, ringing, inaccessible) • Forward status (GSM, Voice mail, DND, nomadic, ...)

32. Assistant view • To manage, monitor and treat high volume of calls Colleagues of the person in dialling area Incoming calls with possible alarms on waiting time Preferred correspondents of the current calling party Current call (up to 16) Information status about the dialling name: • its status • its service and assistant • email address Dialling area (for transfer for example) with information of the person: • phone numbers • the phone status Transfer button: Supervised or blind

33. 5 PIMphony Attendant

34. Intranet / IP Network PSTN Architecture Reference site Secondary site Secondary site PIMphony Attendant * Supported links between sites: • H323 • SIP • ISVPN Information transmitted: • Calling number • Called number * Specific configuration for a centralized PIMphony Attendant in multi-sites environment

35. User data management • Read (R) and Write (W) the following user information • On local OmniPCX Office node only • First name and last name (R/W) • On all OmniPCX Office nodes of the private network • Main phone set number (R) • Other numbers (R/W) • Mobile, home, business2, other • PIMphony profile (R) • Reset password to default value (W) • Account lock/unlock (W) • E-mail address (R/W) • Device language (R/W) • Call barring (R/W) • Online update (W) • Nomadic right (R/W) • Forward state (R/W)

36. System data management • Date & Time of main and secondary sites • Programming and synchronisation • From main site • Phone book synchronization • Modification of first name and last name in PIMphony Attendant is done only on the local PBX where PIMphony Attendant is connected • PIMphony retrieves user’s information for all the sites when it is launched • Synchronization of phone book must be done with OMC Easy

37. Multi-sites supervision Preferred cards area Filter selection list Tab selection Cards area

38. Multi-sites supervision • Tab selection & filter selection • Tab « Persons » : all employees of all sites in alphabetical order • Filter : Name initial • Tab « Groups » : all employees per defined groups in alphabetical order • Filter : Group name • Groups defined by PIMphony Attendant user • Tab « Sites » : all employees per site in alphabetical order • Filter : site name • Card areas • Simple cards area • Detailed cards area

39. Multi-sites supervision • From simple view of a card • Identification : name or number • Status information : icon only • Ready / Ringing / In call / Immediate & Busy forward to xxx / Text forward : xxxx /Nomadic mode to xxx / Do not Disturb / Out of service • To full view of a card : same detailed information as in preferred card • Identification : name and number • Status information : icon and text information • Information & Action buttons • Transfer to voice mail box • Send email • Information & Dialling buttons • 2nd Business nr / Mobile nr / Home nr / Other nr

40. 6 PIMphony IP

41. Objective • PIMphony can work without associated telephone set • When activated in IP mode • Call handling on the PC • PIMphony IP transforms any multimedia PC running PIMphony into an IP voice terminal • No associated terminal in OmniPCX Office • PC managed as an IP terminal with own data • Number, name, feature rights, barring level, dynamic routing, etc… • Optional USB headset for an increased comfort of use

42. ISDN/PSTN WAN Usages • 2 types of usage • Local worker : PIMphony IP on the LAN • Remote worker : PIMphony IP on the WAN

43. Quality of Service (QoS) • QoS is supported in W2000, 2003 and XP environments • It consists of • packet tagging : Tag QoS • defines the level of priority • packet scheduling : Scheduler • allows to manage the priority when sending packets • packet fragmentation for remote worker: ISSLOW • split large, low priority packets into smaller ones to avoid latency • only provided in ISDN RAS configuration, not in PPTP VPN and user on the LAN • By default, QoS is not activated • Needs PBX configuration • Needs Scheduler software installation and configuration on the PC

44. 7 Terminal Server

45. Terminal Server • PIMphony supports Windows 2000 & 2003 Terminal Server environments • Terminal Server characteristics • Multi-users server core that provides the ability to host multiple, simultaneous client sessions of PIMphony on the PC server • Client PCs are Windows-based • Light/thin client (less RAM needed) • Benefits • Simpler administration, centralised maintenance • Install PIMphony on the server only • Nothing to do on PC client (except user configuration)

46. Terminal Server Architecture • Available without additional cost • No TAPI 2.1 license necessary Terminal Server PIMphony Soap Web Services Provider CSTA Central Services User with PIMphony under TSE User with PIMphony under TSE CTI link

47. How it works • Connection to Windows Terminal Server can be done in 2 ways • Internet explorer • Windows based client installed on the PC • Through Internet Explorer • You see the desktop of the server • You launch PIMphony • Message indicates you’re logged in

48. Pre-requisites and limitations • Needs as many PIMphony software licenses as users • Can be combined with Contact Management application • Contact Management application must support Windows Terminal Server • Contact Management application must be installed on the server • PIMphony IP is not supported with Windows Terminal Server

49. 8 Mobility Silent Installation

50. On-site Mobility • PIMphony supports multi-users on a PC and/or mobility • Problems • In some companies, users don’t have fixed place but use PIMphony application • PCs can be shared by several people • Benefits • Retrieve all your PIMphony personal settings when logging on a PC of the LAN • Call log, • Voice Mail, • Languages, • Pop up configuration, • …