Snapware 2011 Product presentation

Snapware Personal Productivity and Presence Management with Computer Telephony Integration for ... Integration into existing IT landscape Office and Contact Center environments Synchronous and asynchronous business communication All industries and business areas 10.04.2019 Snapware Eleven

Topologie Multi Node Connectivity Applikation Server Applikation Server Snapware Server LAN CTI Server PBX 1 PBX 3 PBX 2 Multi Node Connectivity Support for heterogeneous PBX groups Ability to integrate is an important aspect for large companies with more than one PBX installed or multiple locations 10.04.2019 Snapware Eleven

Topology Voice Over IP Snapware Server LAN CTI Server PBX 1 PBX 3 VoIP PBX Connects classical PBX’s with innovative IP-switches Smooth migration enabling 10.04.2019 Snapware Eleven

Topology Terminal Server Terminal Server with Snapware Clients Snapware IP 1 Snapware IP 2 Snapware Server LAN CTI Server Thin Client with Snapware-IP 1 Thin Client with Snapware-IP 2 Support of terminalserver environment Windows Terminalserver 2000 Citrix Metaframe 1.8 Präsentation Server 3.0 and 4.x 10.04.2019 Snapware Eleven

Überblick Snapware GUI Incoming call Call reminder Call list Phone journal Team bar 3rd Party buttons Telephone message Attention function Presence Management Server Multi Node Connectivity ACD – System Calendar integration Microsoft OCS integration Call Tracking ID XML – functionality Server Administration Snap-In modules: Integration into Lotus Notes, Microsoft Outlook 10.04.2019 Snapware Eleven

Snapware Gui #1 Menu bar Toolbars Edit filed Telephony action buttons List boxes Call status field 10.04.2019 Snapware Eleven

Snapware Gui #2 Snapware GUI is displayed on PC screen Intuitive use Logging Initiate calls with a mouse click Hotkeys to control the phone (dail, clear call, conference, …) and for the OTD search Integrated phone book By default invisible The main window of the Snapware client 10.04.2019 Snapware Eleven

Team bar Own extension is displayed as “navigator” Display of phone status for own phone and for team members’ phones Comprehensive team collaboration tool Easy call pick up for team members Functional buttons make phone functions transparent Simplified phone handling Individual configuration or “read only” mode for the Snapware team bar profile Dynamic team bar Created by OTD search Created via phone groups 10.04.2019 Snapware Eleven

Own extension: Navigator #1 1. Telephony buttons: Consultation Transfer Conference Alternate 2. Status display: Logged on to Snapware Call forwarding Active Presence Management Profile Chat Symbol Calendar entry 3. More buttons: Exit Snapware Open favorite list (list of most dialed numbers) Snapware navigator with own extension 10.04.2019 Snapware Eleven

Own extension: Navigator #2 3. More buttons: Opens Snapware phone journal Opens Presence Manager 4. Own extension: Phone is free, click to dial or for search in the OTD Phone is ringing, internal call Phone is ringing, external call Busy, click to terminate the call 5. Dial / search field Snapware navigator with own extension 10.04.2019 Snapware Eleven

Navigator: OTD search #1 Direct OTD search Direct search for a name Direct dialing a number 10.04.2019 Snapware Eleven

Navigator: OTD search #2 Status display Search can be started via a configurable hotkey 10.04.2019 Snapware Eleven

Team bar #1 Active Presence Manager Profile Call forwarding External call ringing Log-in/Log-out status at Snapware Server Active calendar entry Internal call ringing Caller identification also for team members 10.04.2019 Snapware Eleven

Team bar #2 Distinguish between internal / external calls Caller identification for team member calls (if authorized) Display of Line Status: Log- in/Log-out, busy, available, … Display call forwarding targets / call forwarding profiles from Presence Manager Structured display with folders and background colours possible User-friendly even for large organizations Display of active calendar entries also for team members Snapware team bar 10.04.2019 Snapware Eleven

Team bar #3 Availability state may be set via the Snapware team bar Display of the availability state of team members State change activates automatically the corresponding presence management profile The Snapware availability state is actives also when the Snapware client is shut down State change activates Presence Management Profil 10.04.2019 Snapware Eleven

Team bar #4 Availability state may be set via the Snapware team bar Display of the availability state of team members State change activates automatically the corresponding presence management profile 10.04.2019 Snapware Eleven

Team bar #5 Chat communication Instant messaging as chat with team member, also with different sites One-to-One-Chat with one folder per partner Conference-/groupchat (Snapware Chatroom) Direct call function from chat window Copying of messages possible (e.g. for other applications) Do not disturb for chat possible 10.04.2019 Snapware Eleven

Connection window Internal External Incomming call Active Directory via LDAPinterface Access database with internal numbers Microsoft Outlook Microsoft Exchange global folder WebService 10.04.2019 Snapware Eleven

Incoming call #1 Automatically matches the telephone number with entries in the address databases All relevant information is available on the PC screen Snapware connection window with incoming call 10.04.2019 Snapware Eleven

Incomming call #2 Caller identification even for second incoming calls Active control with drag & drop Answer Alternate Reject the call Transfer to colleague Transfer to voicemail Forward second call via the connection window 10/04/2019 Snapware Eleven

Incomming call #3 Caller identification for original called party Generate and send a phone message to colleague during call or after hang-up Caller identification are even available when call is transferred from your colleague 10.04.2019 Snapware Eleven

Schedule call #1 Reschedule unsuccessful calls Caller information automatically filled in Includes a call reason for later reference Automatic call reminder on screen Snapware call schedule window 10.04.2019 Snapware Eleven

Schedule call #2 Pop-up-window at scheduled time No workflow interruption Initiate the phone call with a mouse click Call reminder 10.04.2019 Snapware Eleven

Schedule call #3 Convenient overview of all scheduled calls Displays scheduled date/time and call reason Call reason visible also in the future 10.04.2019 Snapware Eleven

Phione journal #1 Continuous logging of all phone calls All phone calls can be traced Logs all calls also when the client PC is turned off Categorisation of calls via button 10.04.2019 Snapware Eleven

Phone journal #2 Filtered display – combinations possible Show/Hide completed calls Show/Hide not completed calls Show/Hide incoming calls Show/Hide outgoing calls Show/Hide internal calls Show/Hide external calls 10.04.2019 Snapware Eleven

3rd Party Button Individual buttons to start external applications during the call Activate external applications depending on current workflow or business processes directly via team bar, e.g. start an hotline application in Lotus Notes All data is transferred automatically into the activated application Open an URL in the internet explorer with transfer of parameters 10.04.2019 Snapware Eleven

Attention feature Individual configuration of an acoustic signal to distinguish between internal and external calls Individual configuration for every extension on the team bar 10.04.2019 Snapware Eleven

Phone notice Generating directly a telephone message, very useful when you picked up a call for a colleague Information about the caller and originally called person automatically filled in Message delivered as an email within your familiar email system 10.04.2019 Snapware Eleven

Presence Management Caller dependent call forwarding to different targets 10.04.2019 Snapware Eleven

Activate PM profiles Caller dependent call forwarding to different targets Configuration of the PM profiles is carried out through a web interface Possibility to create or activate/deactivate PM Profiles regardless when and where Possibility to activate or deactivate already configured PM Profiles directly through the context menu of the own extension PM profiles can be activated/deactivated by the Telesnap Presence Server 10.04.2019 Snapware Eleven

Administration PM profile Easy-to-generate call forwarding profiles User specific call forwarding profiles Profiles are activated manually or time-related Global call forwarding profiles Frequently recurring forwarding logics are defined only once 10.04.2019 Snapware Eleven

PM profile: Call forwarding target Additional forwarding target for the case that the desired target is busy Configuration of the additional call forwarding target 10.04.2019 Snapware Eleven

List of callers Creation of a caller list by a LDAP search Definition static at creation time 10.04.2019 Snapware Eleven

Multi Node Connectivity #1 Stuttgart Toronto Paris Monitor and control extensions even when they are connected to different PBXs (pick calls, transfer, monitor...) Advantage for large companies using various PBXs 10.04.2019 Snapware Eleven

Multi Node Connectivity #2 ISDN ISDN 069/7505- 0711/135- Snapware Server Snapware Server PBX S0 Router CSTA PBX CSTA VPN Router S0 VPN Nebenstelle -1217 -1210 -1211 -1217 INTERNET ISDN Snapware Server VPN PBX 040/2392- CSTA Router Team bar with call back, transfer call or initiate a call with a mouse click Signaling overthe network 10.04.2019 Snapware Eleven

ACD System #1 Display of the agent state in the Snapware team bar The user is logged onto the ACD The user is logged into the ACD and is currently in pause mode The user is logged onto the ACD and currently in wrap-up mode 10.04.2019 Snapware Eleven

ACD System #2 In addition with an ACD-system (automatic call distribution): Display agent status like pause mode, wrap-up mode, call forwarding status Supervisor has a clear overview of all agents 10.04.2019 Snapware Eleven

ACD System #3 Storage of the previously selected entries for a convenient re-use and login Setting the agent sate via the context menu Warning for agent that are too long in pause or wrap up time 10.04.2019 Snapware Eleven

ACD System #4 Clear representation of the waiting queues: Value exceeds the defined boundary Value has become critical Value is inside the given boundary Clear representation of the waiting queues: Maximum waiting time Average waiting time Number of calls Number of logged on agents Number of free agents Definition of a boundary Yellow point signals the approximation to the defined boundary Red point marks values above the given boundary 10.04.2019 Snapware Eleven

Snapware XML and Telesnap ACD Display of the agent state in the XML display Set the agent state for Telesnap ACD via the XML menu Snapware XML menu for Telesnap ACD 10.04.2019 Snapware Eleven

Kalenderintegration Display of the current calendar entries in the team bar Calendar may be opened via the context menu Scrolling in the calendar possible Entries can be Read Changed created or deleted Integration in Microsoft Exchange, Lotus Notes and Groupwise possible Connection to different groupware systems in one installation Synchronization with Microsoft Exchange and Lotus Notes via an improved interface. This means faster synchronization and less resource consumption 10.04.2019 Snapware Eleven

OCS Integration Mapping of Microsoft OCS states to Snapware states Display of the states in the Snapware team bar Mapping of Snapware states to Microsoft OCS states Display of the states in the Microsoft Office communicator 10.04.2019 Snapware Eleven

Call TrackingId #1 Snapware Server supplies Call Tracking Id The Call Tracking Id is a unique identification of the call, as long as the call is at extensions monitored by the Snapware Server 10.04.2019 Snapware Eleven

1. 2. Call Tracking Id #2 Snapware Server supplies a Call Tracking ID While transferring the call from colleague A to colleague B … Colleague A 1. ... the screen content is also transferred from colleague A to colleague B Element 1 Colleague B 2. Snapware Server supplies a Call Tracking ID The Call Tracking ID enables to trace all calls The Call Tracking ID is the basis for a screen-to-screen data transfer in 3rd party applications Benefit from a gain in time to improve workflow & increase in customer satisfaction Additional integration options with the ActiveX and DDE interface 10.04.2019 Snapware Eleven

XML capability #1 Certain Snapware functionalities are available via XML Only available for Cisco Unified Communications Manager 10.04.2019 Snapware Eleven

XML capability#2 Push-Technology available for: Heranholen 1 3001:0711906680 2 Hr. Huber:4004 3 Zurueck Bitte treffen Sie Auswahl... Auswaehl. Beenden Menu Anruferkennung Name Martin Huber Firma: intern Telefon: 3001 Ort: Stuttgart E-Mail: M.Huber@Huber.de Annehmen Ablehnen Trennen Beenden Push-Technology available for: Pick up a call (team collaboration) Caller identification Information is available immediately on the IP Phones and can be used directly 10.04.2019 Snapware Eleven

Snapware Server #1 Import possibilities Administration for multiple servers Possibility of administration for multiple servers If the environment consists of several servers, they may exchange user and configuration data online Avoids redundant administration Integration into Windows Active Directory Services ADS Configuration of user data directly within the ADS administration tool Automated transfer to the Snapware server user administration Centralized administration of user data via ADS Import possibilities Import of user information from LDAP-based directory systems Import of user information from ASCII file, manual or periodically 10.04.2019 Snapware Eleven

Snapware Server #2 Optimized team bar profile Redundancy and failure safety Snapware server allows server redundancy Self-Monitoring Monitoring and controlling of the Snapware Server services At system failure services can be restarted automatically Redundancy of user administration User data is available globally and redundantly The whole system is still administrable after Snapware Domain Server failure Optimized team bar profile Multi-Node-Connectivity-capable team bar configuration profile: Possibility to select the PBX to which the extension is connected The order of phone buttons and function buttons can be pre-defined 10.04.2019 Snapware Eleven

Snapware: Administration #1 Redundancy and failure safety Snapware server allows server redundancy Self-Monitoring Monitoring and controlling of the Snapware Server services At system failure services can be restarted automatically Redundancy of user administration User data is available globally and redundantly User configuration and Snapware server administration via web Simple back up and restore of the system configuration from any work station Simultaneous access by several administrators Centralized configuration of all servers Flexible user administration by combining user profiles and authorizations into containers and assignment to user groups, e.g. to an entire department Enhanced search and filtering mechanisms deliver a distinct and more ergonomic overview for installations with large user number The Snapware WebAdministration 10.04.2019 Snapware Eleven

Snapware: Administration #2 Improved administration Possibility to define different administration levels like user administration, PABX administration, ... Consolidation and storage of all user and configuration data in a centralized SQL database Easy backup and restore of the system configuration Extensive consistency checks on the entered configuration data Powerful server journal stored in the SQL server Simple data replication between several sites through the use of databases Efficient redundancy concepts through database replication for fail-safe implementations Optimum for large installations Improved scalability 10.04.2019 Snapware Eleven

Snapware: Administration #3 Update service to transfer updates to the clients Support of E.164 numbering plan Shared line support for JTAPI Configuration option for number blocks for the own company and for node numbers Display of the actual used DAL service and database in the WebAdministrator Service manager to display and control all Telesnap services TR87 interface of the Snapware Server with the option to connect other servers with the Snapware Server TheSnapware service manager 10.04.2019 Snapware Eleven

Lotus Notes: Outgoing call Initiate the phone call with a mouse click Select from all stored numbers of the target person 10.04.2019 Snapware Eleven

Lotus Notes: Call reminder Generate call lists with a mouse click Automated presentation on the screen at rescheduled time 10.04.2019 Snapware Eleven

Lotus Notes: Journal Additional caller information can be displayed with a mouse click Initiate a call-back directly from the journal Possibility to schedule phone calls 10.04.2019 Snapware Eleven

Microsoft Outlook: Outgoing call Selected contact List box with all available telephone numbers 10.04.2019 Snapware Eleven

Microsoft Outlook: Call reminder Creating call lists using the call reminder functionality in Outlook Automated presentation on the screen at rescheduled time Possibility to enter a call reason as a reference at the scheduled call time 10.04.2019 Snapware Eleven

Microsoft Outlook: Journal #1 All incoming and outgoing calls are logged centrally and displayed on the client in a separate Outlook folder The call journal can also be displayed in scale format by day week or month 10.04.2019 Snapware Eleven

Microsoft Outlook: Journal #2 All incoming and outgoing calls are logged centrally and displayed on the client in a separate Outlook folder Snapware – Journal offers detailed information on: Caller Originally called person Date/Time/Duration Person who picked the call Distinction: inbound/outbound - call 10.04.2019 Snapware Eleven

Microsoft Outlook: Journal #3 Personalized MS Outlook pop-up configuration successful identification of the caller creates an immediate pop-up … or creates an ‘on demand pop-up’ unsuccessful identification offers to create a new contact in Microsoft Outlook Call date and time are written into the contact record for future reference 10.04.2019 Snapware Eleven

Novell GroupWise: Main window Button opens the online directory Telesnap telephony buttons 10.04.2019 Snapware Eleven

Novell GroupWise: Online directory Drag contact into the right window and confirm with „OK“ The „Dial number“ dialogue pops up Chose from the available phone numbers Initiate the call with „OK“ Button in the main window terminates the call Different address books available 10.04.2019 Snapware Eleven

Novell GroupWise: Call reminder Use in the main window, to schedule new calls Call reminder dialog in Novell GroupWise 10.04.2019 Snapware Eleven

Integration in the intranet Support of the „callto:“-command to integration Snapware into the Intranet directory MakeCall service to initiate calls from internet pages, also without entering the extension and user id of the Snapware user Control of browser based applications with the WebCRM button. Parameters can be transferred. The icon is configurable. Caller identification via WebServices 10.04.2019 Snapware Eleven

Integration Supported Microsoft Outlook versions: Microsoft Outlook 2000, XP, 2003, 2007, 2010 Supported Lotus Notes versions: 5.0, 6.0, 6.5, 7.0, 8.0 Supported Novell Groupwise versions: Novell Groupwise 6.0, 6.5, 7.0, 8.0 Calendar integration with Outlook/Exchange, Lotus Notes and Novell Groupwise Status display: Microsoft OCS/Lync1 IBM Lotus Sametime 1)For Microsoft Lync ia CWA server from Microsoft is required 10.04.2019 Snapware Eleven

System requirements Snapware Server Supported operasting systems: Microsoft Windows 2003 Server SP1 32 Bit German, English, French Microsoft Windows 2008 Server German, English, French Microsoft Internet Information Services 5.0 or higher, Microsoft Internet Explorer 6.0 SP1 With redundant system database: Microsoft SQL Server 2005 or 2008 (optional) Hardware: CPU 2,4 GHz, 2 GB RAM, 10 GB Plattenplatz, 100 Mbit Network adapter Snapware Server Administration Supported Webbrowser: Microsoft Internet Explorer 6.0 SP1 Snapware Client Supported operating systems: Microsoft Windows XP Professional Microsoft Windows Vista 32 Bit and 64 Bit Microsoft Windows 7 32 Bit and 64 Bit Microsoft Windows 2003 Terminal Server Citrix Xpe, Citrix Presentation Server 3 and 4.x Hardware: PC with at least 600 MHz CPU, 256MB RAM, 100 MB available disk space, Network adapter. 10.04.2019 Snapware Eleven

Benefits Increase of efficiency Higher use of existing infrastructure Efficient in- / outbound communication Combination of existing communication tools Best possible internal communication Efficient workflow Increase of employee motivation Increased customer satisfaction 10.04.2019 Snapware Eleven

Thank you www.telesnap.com T +49 (711) 90 66 88 11 F +49 (30) 6104 4466 contact@telesnap.com 10.04.2019 Snapware Eleven