Powerful telephony software With extended functionality
User-friendly Optimal integration with Cisco Communications Manager Easy installation
www.peterconnects.com
Cisco Developer Network Program
• 90% market-share on CUCM-installed base (Attendant-console) in Benelux - More than 1600 Attendants installed - Many international corporate customers • All Cisco-resellers in the Netherlands sell PeterConnects (and Belgium); furthermore resellers in Germany, Switzerland, UK……… • Cisco certified • Excellent support and training • JDM Software founded in 1983 (27 years)
Attendant System • Successful Professional operator console • For operators and secretarial groups • For individual use and for groups • Multi-tenant support
• English, German, French, Dutch (Italian & Spanish)
• • • • •
Clear overview Easy to control Quick handling of calls Very complete set of functions Much information available
Calls
Use Multitenant
Call handling
Automated Attendant
Sending E-Mail
Caller recognition
Attendant
Text message on phone
Agenda’s
Presence
Message broadcasting
Message to Pager
Information Telephone directories
Messages
Sending SMS
Voice Recording
Location monitoring (Wifi)
Real-time
History
Reporting
Other info
Automated Attendant
The Automated Attendant option Reporting caller’s Position in the queue
“Welcome”
OPEN
Choose Menu option
Other
1 Caller
CLOSED
2
Sales
Takes too long
Choose menu option
“We are closed” Helpdesk
Use of all components is optional
Voicemail
Attendants
Telephone directory: Composed from up to 10 sources Completing existing entries or inserting new Open architecture: • 60 predefined fields; • Any field can be displayed in details field.
Examples: Active Directories CallManager database
PETER Connects server
SQL database MS/Access database Local Spreadsheet file
Corporate telephone directory
Telephone directories
Use of PeterConnects telephone directory By all employees - using web-browser
Telephone directories
To show the names of your customers Composed from up to 10 sources
Caller recognition
• Various numbers recognized: - Phone (at work) - Alternative number - Mobile number - Private number
Examples: Active Directories CallManager database
PETER Connects server
SQL database MS/Access database Local Spreadsheet file
Caller recognition table
• Name of caller displayed in Attendant • Priority in queues • Recommended transfer destination for Attendant • Customer data (e.g. customer number)
Showing agenda of employees:
Agenda’s
• Microsoft Exchange (Outlook) • Lotus Notes For appointments with “Private”-mark: Subject and location not displayed
Select starting date
White: today Blue: tomorrow
“Presence” of employees visible (real-time) Integration with: • MS/Office Communication Server • Lotus Sametime • Cisco Unified Presence Server
Presence
Sending E-Mail
Sending E-mail
Directly from the corporate directory Select a predefined standard text (can be modified) or type a text yourself Call data automatically inserted in text Also sending to destination groups
Sending a text message to an IP-phone
Displayed on IP-phone: The receiver can: - Confirm (OK, transfer the call) - Reject (not now)
Message broadcasting
Message broadcasting
Select a destination: • to specific directory number • to group of employees • or based on room numbers
Broadcasting to group easily repeated with hotkey ( )
*
ServiceDesk The economic alternative for service/help-desks
ServiceDesk Features:
•
Calls dispatched to logged-on agents.
•
Skil-based routing: Called number or menu option (IVR) determines group of agents
•
Several methods of dispatching: - First available (fixed order) - Longest idle - Cyclic
•
Call wrap-up time can be set + button on IP-phone for: “I am already available for next call”
•
Logging on/off just by pressing one button (on IP-phone)
•
All agents logged off: calls transferred
ServiceDesk Automated Attendant features included Reporting caller’s Position in the queue
“Welcome”
OPEN
Caller
Choose Menu option
Other
1 2
CLOSED
3
Takes too long Pre-select subject (skill-based routing)
“We are closed”
Choose menu option
Other destination
Use of all components is optional
Voicemail
ServiceDesk agents
ServiceDesk Status info on IP-phone of agent
Change own status
ServiceDesk - Real-time information
Toolbar
Toolbar features: • • • • •
Smart telephony functions Click-to-dial Pop-up for incoming calls Setting own Info text Viewing and changing accessibility status of colleagues • Configured by end-user • Sending messages (Email, SMS Text-message IP-phone) • • • •
Maintained by end-user Changes in M/A-group autom. updated Privacy option (other party hidden) With “Always on top” + docking
Toolbar Pop-up from CRM
Appears when a call arrives Shows information about caller: • Telephone number • name • Company name • Configurable URL-sets • One URL-set can be opened automaticly when call is being answered Uses caller recognition table (kept up-to-date automatically from company data)
Single LogOn LAN
PC
IP-phone (using Extension Mobility)
Single LogOn
• With easy install shield and default settings for all users (never logoff/logoff with lock/logoff with screensaver) • Thin-client support • Using Windows domain user-account via CDP • No decentral installation per user necessary (silent set-up) • Users can optional change their settings via a client. The settings will be saved centrally
Thank you for your attention. Questions?