1. Telesnap ACD 2009 Product presentation

2. Introduction Doc.No.: ASE/APP/PLM/ 0157 / EN

3. Telesnap ACD Easy-to-configure Call Distribution Module for workgroups Office solution for a smart call routing within team collaboration For an easy creation of hunting groups, e.g. for a sales hotline Implementation of waiting queues and announcements Seamless Snapware integration Real-time monitoring and statistics Doc.No.: ASE/APP/PLM/ 0157 / EN

4. Overview Topology Agent status Call Flow Call Distribution Service Times Waiting Queue Real-Time Monitoring Statistics Doc.No.: ASE/APP/PLM/ 0157 / EN

5. Architecture Doc.No.: ASE/APP/PLM/ 0157 / EN

6. Topology Telesnap ACD Client Telesnap ACD Server CTI link Cisco Unified CallManager Doc.No.: ASE/APP/PLM/ 0157 / EN

7. Supported PBX‘s Telesnap ACD is available for Cisco Unified Communications Manager Installation with Aastra 5000 and ALCATEL OmniPCX Enterprise 9.1.14 are possible as field trials Connection to Aastra 5000 and ALCATEL OmniPCX Enterprise via SIP/XCAPI Doc.No.: ASE/APP/PLM/ 0157 / DE

8. Agent status Doc.No.: ASE/APP/PLM/ 0157 / EN

9. Agent status Snapware Agents can log on to the Telesnap ACD through the Snapware team bar and optionally be automatically logged on when starting Telesnap ACD Agent status can be changed via the context menu Simultaneous log on to multiple ACD groups Pressing this button initiates the following dialog: Doc.No.: ASE/APP/PLM/ 0157 / EN

10. Agent status WebSnapware Log on of the agents to Telesnap ACD via WebSnapware Log on to multiple ACD groups possible Doc.No.: ASE/APP/PLM/ 0157 / EN

11. Agent status Snapware XML Choose Telesnap ACD groups and select the groups Agent state visible in the XML display Doc.No.: ASE/APP/PLM/ 0157 / EN

12. Agent status Snapware Display of agent status through Snapware team bar The extension is logged into the ACD and is currently in pause mode. The extension is logged on to the ACD. The extension is logged onto the ACD and currently in wrap- up mode. Doc.No.: ASE/APP/PLM/ 0157 / EN

13. Agent status WebSnapware Display of agent status through WebSnapware The extension is logged into the ACD and is currently in pause mode. The extension is logged on to the ACD. The extension is logged onto the ACD and currently in wrap- up mode. Doc.No.: ASE/APP/PLM/ 0157 / EN

14. Agent status Snapware XML Own extension logged on Own extension in pause mode Own extension in wrap up mode Doc.No.: ASE/APP/PLM/ 0157 / EN

15. Agent status Activate manual extension of the wrap up time via the team bar Activate pause directly via the team bar Control of the agent state via Snapware ACD calls are indicated in blue colour Doc.No.: ASE/APP/PLM/ 0157 / EN

16. Agent status Control of the agent state via WebSnapware Opens dialog to manual extend the wrap up time or to activate pause mode Control the status via the agent state button of the own extension Doc.No.: ASE/APP/PLM/ 0157 / EN

17. NOtifications Dialog box asks if the last active agent wants to: log off activate Pause Dialog box informs about an automatic log off, because a Telesnap ACD call was not answered within the allowed time Notification when an agent is too long in pause or wrap up time WebSnapware environmentSnapware environment Doc.No.: ASE/APP/PLM/ 0157 / EN

18. Waiting queues 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 Display in Snapware team bar Value exceeds the defined boundary Value has become critical Value is inside the given boundary Doc.No.: ASE/APP/PLM/ 0157 / EN

19. Call Flow Administration of the call flow Doc.No.: ASE/APP/PLM/ 0157 / EN

20. Call Flow #1 Graphical user interface for Easy creation of the call flow Simple configuration Doc.No.: ASE/APP/PLM/ 0157 / EN

21. Call Flow #2 Telesnap ACD checks whether incoming call is within defined service times, if not, the call is transferred to the defined extension. If the call is within service time, it is checked whether an agent is logged in and whether „announcement before answering“ is activated. If no agent is logged in, the call is transferred to a defined extension. Telesnap ACD checks whether an agent is available. If there is no agent available, the call is transferred to a waiting queue, if activated. If the waiting queue is full or if there is no active waiting queue, the call is transferred to a defined extension. Doc.No.: ASE/APP/PLM/ 0157 / EN

22. More settings Doc.No.: ASE/APP/PLM/ 0157 / DE Permanent agents are immediately logged on when the agent group is acitvated, aslo when no Snapware client is started Assigning waiting fields to agent groups is needed for distributed call centers with local PM MediaServers

23. Service times Calls outside of the service times are transferred to a defined number; this can be an extension or another work group Within these times, calls are transferred to the work groups Doc.No.: ASE/APP/PLM/ 0157 / EN

24. Holidays  Separate drop targets for all or for single holidays can be configured Doc.No.: ASE/APP/PLM/ 0157 / DE

25. Call distribution Different distribution algorithms Cyclic: calls are transferred to the agents according to the order in which they are logged into Telesnap ACD Linear: calls are transferred to the available agents according to a fixed order Longest idle free: the call is transferred to an agent in a group who has had the longest idle time Optionally: If no agent is logged on, the call will be forwarded to a separate configured forwarding target, e.g. a special greeting or announcement Doc.No.: ASE/APP/PLM/ 0157 / EN

26. Waiting fields 1/2 Option to transfer incoming calls to waiting queues, when there are no free agents Announcement before answering (configurable): The caller will hear an additional announcement before he is transferred to an available agent or a waiting field Number of waiting fields: static: a fixed number of waiting queues per working group dynamic: depends on the number of active agents in the working group. Doc.No.: ASE/APP/PLM/ 0157 / EN

27. Waiting fields 2/2 Different waiting queue announcement types: Repetition Hang up after announcement Leave a voice mail after announcement Play once and forward: Despite busy agent lines, callers can be connected with another person or forwarded to another workgroup Option for the caller to be connected with an alternative partner, even if all lines in the ACD group are busy Doc.No.: ASE/APP/PLM/ 0157 / EN

28. Monitoring and statistics Doc.No.: ASE/APP/PLM/ 0157 / EN

29. Real time monitoring 1/2 Busy waiting field: Display of the work group actually using the waiting field Real-time display of call handling per work group, the respective agents, and the waiting queue Free waiting field: Display of the time period since last status change and the queue extension Doc.No.: ASE/APP/PLM/ 0157 / EN

30. Real time monitoring 2/2 Integrated in the Snapware WebAdministrator Display of the logged on agents Agents can be logged off by the administrator Display of the waiting fields Addintional user rigth to display monitoring Doc.No.: ASE/APP/PLM/ 0157 / EN

31. Statistics 1/2 Table in MS SQL-Server is the basis for the creation of the statistics Individual statistics based on this data is possible Doc.No.: ASE/APP/PLM/ 0157 / DE

32. Statistik 2/2 Doc.No.: ASE/APP/PLM/ 0157 / DE Statistics By time By callers Export options as CSV file as PDF Automac creation of the statisitcs and distribution by SMTP

33. More information Doc.No.: ASE/APP/PLM/ 0157 / EN

34. Required software components Snapware Server Snapware, WebSnapware or Snapware XML Telesnap ACD Server Telesnap ACD Client Doc.No.: ASE/APP/PLM/ 0157 / EN

35. System requirements Snapware Client See product specification for Snapware 2009 Snapware Server Installation on one server: Microsoft Windows 2000 Server SP4 German, English, French, Microsoft Windows 2003 SP1 32 Bit Server German, English, French. Microsoft Windows 2008 Server 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 servers: Snapware Server: Microsoft Windows 2000 Server SP4 German, English, French, Microsoft Windows 2003 Server SP1 32 Bit German, English, French. Microsoft Windows 2008 Server German, English, French Two PC‘s with 2,4 GHz CPU, 2 GB RAM, 10 GB free disk space, 100 Mbit network adapter Media Server: Microsoft Windows 2000 Professional or Server SP4 German,. Microsoft Windows 2008 Server German, English, French English, French, Microsoft Windows 2003 Server SP1 German, English, French Microsoft Internet Information Services 5.0 or higher, Microsoft Internet Explorer 6.0 SP1 (with the installation on 2 servers Microsoft IIS only on one server required) Serveradministration: Supported Webbrowser: Microsoft Internet Explorer Ver. 6.0 SP1 Doc.No.: ASE/APP/PLM/ 0157 / EN

36. Benefit Enables more frequent interaction improving decision quality Accommodates employees to better communicate Delivers better faster business information, creating a more loyal customer Links the existing means of communication Protects the existing assets and makes them more powerful Creates instant and seamless connections Increased reachability Doc.No.: ASE/APP/PLM/ 0157 / EN

37. Contact Telesnap EVERYWHERE You want to know more ? www.telesnap.com Or just contact us: Fon: +49(0)711 90 66 88 11 Fax: +49(0)711 90 66 88 8 E-Mail: contact@telesnap.com Doc.No.: ASE/APP/PLM/ 0157 / EN