PM Operator 2009

Product presentation

Introduction

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

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

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Overview

Overview

Topology

Waiting queues

Caller information list

Telephony functions

Integrated telephone directory

Calendar integration

Multi-tenant environment

Dynamic monitoring

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Topologie

PM Operator Client

 

PM Operator Server

CTI Link

Cisco Unified CallManager

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PM Operator Gui

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GUI 1/4

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GUI 2/4

Configurable waiting queues for different call types; Queue assignment to one single or several PM Operator workplaces

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

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

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

Display of activated call forwarding or call forwarding profilesDisplay of calendar entries

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GUI 3/4

’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.

‘Park and Wait’ call

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GUI 4/4

Phone functionality

Display of VIP extensions / speed dial buttons with status display / busy lamp field for internal targetsred = busygreen = available

OPTIONALLY:External speed dial targets without status display

Activity menu:Send Email / SMSTransfer to voicemailCalendar accessTelephony FunctionsInstant Messaging (Chat)

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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

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Waiting queues

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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.

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Waiting queues 1/4

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

Calls that were transferred to an extension by the operator but were not answered, so they fall back to this queue

Queue for call forwarding to the operator from the extension

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

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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 queuesDoc.No.: TS2009-07-10-0062

Waiting queues 3/4

Click on one of the six waiting queues

The first call in the respective waiting queue is taken

Double Click or press ‘Enter‘ on the selected row in the caller information list

The focused call is taken

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Waiting queues 4/4

Unique call numberSimple pick up of a call by predefined keys

Status field

•Caller hears ringing sound then, after a configurable duration • the caller hears the announcement of the waiting queue

Actual waiting time of the caller

Number of calls waiting in this queue

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Address book

Find contacts and transfer calls

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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

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Address book 1/4

Integrated LDAP address directory with several import functions or usage of existing address directories

Caller IdentificationStatus display of desired extension number

Missing monitoring authorizationAvailableBusy

Call forwarding status displayDisplay of activated Presence Management profiles

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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

Example for combined search

Team Function: Search function to find partners in the same department in case the desired transfer target is unavailable

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Address book 3/4

Line display & Snapware status display

Search mechanism:Extended manual search functions for a more detailed search

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

Two additional configurable search fields

Search results

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Address book 4/4

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

Context menu “Call“Possibility to choose desired number based on entries in the online telephone directory

Right click on a search list entry opens a context menu with several options

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Instant Messaging

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Instant Messaging 1/2

Chat communication with colleagues using a Snapware client

Instant Messaging Window

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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

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Calendar-integration

Direct access to the calendar of the employees

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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 userIt is also possible to browse within the calendar.

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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

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More features

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Multi tenant environment

Multi-tenant support in the caller list,

and after accepting the call within the current connection window

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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.

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In small installations

Small Business Edition

Monitoring up to 300 extensions

Maximum 3 PM Operator Clients

Redundancy possible

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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

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Cross-PBX monitoring Cross-PBX monitoring and transfer functions for heterogeneous PBX

environments

PM Operator Client

PSTN

Siemens HiPath 4000

LAN

PSTN

Alcatel 4400 Cisco Unified CallManager

Snapware Server is connected to the PBXs via LAN/ WAN or ISDN

PSTNPSTN

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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

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Benefits

Intuitive usability with graphical user interface

Integrated into existing groupware and email structures

Communication made easy: empowers employees, improves productivity

Creates instant and seamless connections to better serve thecustomer

No loss of calls

Real-time communication builds a robust virtual presence

Facilitates communication and optimizes time

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Telesnap EVERYWHERE Do you want to know more ?

www.telesnap.com

Or 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