PM Operator 2009 Product presentation

Introduction Doc.No.: TS

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 Doc.No.: TS

Overview Topology Waiting queues Caller information list Telephony functions Integrated telephone directory Calendar integration Multi-tenant environment Dynamic monitoring Doc.No.: TS

Topologie PM Operator Client PM Operator Server CTI Link Cisco Unified CallManager Doc.No.: TS

PM Operator Gui Doc.No.: TS

GUI 1/4 Doc.No.: TS

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 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 profiles Display of calendar entries Doc.No.: TS

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 Doc.No.: TS

GUI 4/4 Phone functionality Display of VIP extensions / speed dial buttons with status display / busy lamp field for internal targets red = busy green = available OPTIONALLY: External speed dial targets without status display Activity menu: Send / SMS Transfer to voic Calendar access Telephony Functions Instant Messaging (Chat) Doc.No.: TS

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 Doc.No.: TS

Waiting queues Doc.No.: TS

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. Doc.No.: TS

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 Doc.No.: TS

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 queues Doc.No.: TS

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 Doc.No.: TS

Waiting queues 4/4 Unique call number Simple 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 Doc.No.: TS

Address book Find contacts and transfer calls Doc.No.: TS

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 voic using the context menu Doc.No.: TS

Address book 1/4 Integrated LDAP address directory with several import functions or usage of existing address directories Caller Identification Status display of desired extension number Missing monitoring authorization Available Busy Call forwarding status display Display of activated Presence Management profiles Doc.No.: TS

Address book 2/4 Search mechanism: Quick and comfortable automatic search functions by name or extension OR Combined 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 Doc.No.: TS

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 Doc.No.: TS

Address book 4/4 Convenient communication to internally unavailable persons by sending an to the selected person, using a pre-filled template which contains the 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 Doc.No.: TS

Instant Messaging Doc.No.: TS

Instant Messaging 1/2 Chat communication with colleagues using a Snapware client Instant Messaging Window Doc.No.: TS

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 Doc.No.: TS

Calendar- integration Direct access to the calendar of the employees Doc.No.: TS

Calendar integration 1/2 Pressing the right mouse button opens the context menu with the option Selecting this option will open a window allowing the access to the MS Outlook calendar of the user It is also possible to browse within the calendar. Doc.No.: TS

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 Doc.No.: TS

More features Doc.No.: TS

Multi tenant environment Multi-tenant support in the caller list, and after accepting the call within the current connection window Doc.No.: TS

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. Doc.No.: TS

In small installations Small Business Edition Monitoring up to 300 extensions Maximum 3 PM Operator Clients Redundancy possible Doc.No.: TS

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 Doc.No.: TS

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 PSTN Doc.No.: TS

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 Doc.No.: TS

Benefits Intuitive usability with graphical user interface Integrated into existing groupware and structures Communication made easy: empowers employees, improves productivity Creates instant and seamless connections to better serve the customer No loss of calls Real-time communication builds a robust virtual presence Facilitates communication and optimizes time Doc.No.: TS

Telesnap EVERYWHERE Do you want to know more ? Or feel free to contact us: Fon: +49(0) Fax:+49(0) Doc.No.: TS