telesnap attendant 2009 product presentation. telesnap ase/app/plm/ 0160 / en

Telesnap Attendant 2009

Product presentation

Telesnap

ASE/APP/PLM/ 0160 / EN

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.


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


Operator console


Operator consoles


PM Operator

Telesnap Attendant

USPs – Operator consoles


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)

Telesnap Attendant


Telesnap Attendant Gui


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


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


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.


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


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)


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


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


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


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


Directoy search

Right click on a search entry or on a button in the busy lamp field opens a context menu with different options


With the configurable key combination the „Team“ search can be executed. Different „Team“ searches are possible.

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

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


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


Messaging

Chat with Snapware users or other attendants

Easy messaging service via email to the user

Sending of XML messages to XML capable phones


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


Callflow


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


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


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

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


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


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


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


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]


telesnap attendant 2009 product presentation. telesnap ase/app/plm/ 0160 / en

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