1. Snapware 2011
Product presentation

2. 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
Snapware Eleven

3. 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
Snapware Eleven

4. 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
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5. 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
Snapware Eleven

6. 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
Snapware Eleven

7. Snapware Gui #1 Menu bar Toolbars Edit filed Telephony action buttons
List boxes
Call status field
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8. 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
Snapware Eleven

9. 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
Snapware Eleven

10. 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
Snapware Eleven

11. 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
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12. Navigator: OTD search #1
Direct OTD search
Direct search for a name
Direct dialing a number
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13. Navigator: OTD search #2
Status display
Search can be started via a configurable hotkey
Snapware Eleven

14. 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
Snapware Eleven

15. 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
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16. 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
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17. 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
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18. 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
Snapware Eleven

19. Connection window Internal External Incomming call
Active Directory via LDAPinterface
Access database with internal numbers
Microsoft Outlook
Microsoft Exchange global folder
WebService
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20. 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
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21. 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 voic
Forward second call via the connection window
10/04/2019
Snapware Eleven

22. 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
Snapware Eleven

23. 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
Snapware Eleven

24. Schedule call #2 Pop-up-window at scheduled time
No workflow interruption
Initiate the phone call with a mouse click
Call reminder
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25. Schedule call #3 Convenient overview of all scheduled calls
Displays scheduled date/time and call reason
Call reason visible also in the future
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26. 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
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27. 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
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28. 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
Snapware Eleven

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

30. 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 within your familiar system
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31. Presence Management
Caller dependent call forwarding to different targets
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32. 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
Snapware Eleven

33. 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
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34. PM profile: Call forwarding target
Additional forwarding target for the case that the desired target is busy
Configuration of the additional call forwarding target
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35. List of callers Creation of a caller list by a LDAP search
Definition static at creation time
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36. 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
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37. 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
Snapware Eleven

38. 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
Snapware Eleven

39. 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
Snapware Eleven

40. 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
Snapware Eleven

41. 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
Snapware Eleven

42. 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
Snapware Eleven

43. 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
Snapware Eleven

44. 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
Snapware Eleven

45. 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
Snapware Eleven

46. 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
Snapware Eleven

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

48. XML capability#2 Push-Technology available for:
Heranholen
1 3001:
2 Hr. Huber:4004
3 Zurueck
Bitte treffen Sie Auswahl...
Auswaehl.
Beenden
Menu
Anruferkennung
Name Martin Huber
Firma: intern
Telefon: 3001
Ort: Stuttgart
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
Snapware Eleven

49. 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
Snapware Eleven

50. 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
Snapware Eleven

51. 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
Snapware Eleven

52. 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
Snapware Eleven

53. 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
Snapware Eleven

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

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

56. 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
Snapware Eleven

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

58. 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
Snapware Eleven

59. 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
Snapware Eleven

60. 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
Snapware Eleven

61. 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
Snapware Eleven

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

63. 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
Snapware Eleven

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

65. 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
Snapware Eleven

66. 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
Snapware Eleven

67. 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.
Snapware Eleven

68. 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
Snapware Eleven

69. Thank you www.telesnap.com T +49 (711) 90 66 88 11
F +49 (30)
Snapware Eleven