Product Datasheet FrontDesk Attendant Console

Transcription

1 Product Datasheet FrontDesk Attendant Console applications for Cisco Unified Communications Directory Solutions IPS Global Directory Web Directory IPS Popup Personal Directory ClickNDial Provisioning Corporate Speed Dials IP Phone Applications IPS Manager Assistant IPS Lock IPS Phone Config IPS Alarm Callback IPS Pager IPS Reservation Audio Applications Busy Alerter Callback TAnnounce Wake-up Call Voice Alert Voice Callback Recording Notification Jabber Applications ConferenceTab DirectoryTab Manager Assistant User Settings Pin & Password Manager Productivity Extension Mobility Single Sign-on FrontDesk Attendant Console Conference Center Missed Calls Alert Admin Tools Phone Robot Delog-Relog PIN & Password Manager CUCM Query User to Phone Deployment Contact Center Callback Server Desktop Popup MediaSense Extensions Silent Monitoring

2 1 Telisca Attendant Console 1.1 Overview telisca Attendant Console is a PC application enabling the simple and efficient handling of incoming calls for switchboards. Main benefits: Simple to use Powerful features: multiple companies, multiple agents, reverse lookup, s notifications, voic transfers, VIP... Modern and friendly user interface Options for welcome message, business hours, stats Shares the same server as all the other Telisca Apps Multi-tenant Affordable The directory functionality is based on IPS Global Directory allowing the import of contacts from Active Directory, LDAP, CUCM, Oracle, SQL, Informix, text, excel files... Optionally, Attendant Console can play a welcome message (before pickup) and on no answer, busy and out of hours. Application usage statistics reports are accessible from the administration and can be sent by . Telisca Attendant Console user interface sales@telisca.com Page 2/6

3 Multi-queue, calls tags, priorities Calls History section selected Directory autocomplete search detail Speed dials Page 3/6

4 1.2 Architecture Telisca Attendant Console is available in 3 configurations: 1. Telisca Server (CTI) + PC Clients 2. Telisca Server (CTI) + PC Clients + audio messages (statistics reports option) 3. PC Clients serverless with Windows 7,8 Pro The Telisca CTI server communicates with the cluster s CUCM CTI Manager via JTAPI, to control the telephony and presence. A CUP server is not required for Attendant Console to work. The server also provides the directory engine with IPS Global Directory to integrate the Console with many contacts sources. An additional server can be installed for fault tolerance with the Hot Standby module. One server supports up to 64 Attendant Consoles. The PC client is easily deployed on Windows with an MSI installer or by copying files. The client is updated automatically. Windows versions supported: XP (with.net 3.5), 7, 8 and 8.1 Telisca Attendant Console is available in English and French, contact us to add a new language. 1.3 Detailed features Telisca Attendant Console is a feature rich solution for switchboards: Incoming call information: number/name, called number, waiting time Multiple called number support (for multiple companies) Calling number reverse lookup by company (for multiple companies) VIP call notification (with IPS Manager Assistant integration) Call priorities: returning, VIP, external, internal. Incoming call pickup choice by priority Multiple lines support Shared lines support Line group support Call hold and resume Call parking and sharing with an Attendant Console users group (multiple agents) On hold and parked calls display with waiting time Directory contact search (autocomplete, departments list) Multiple corporate directories supported (for multiple companies) Speed dial contacts search (ordered by categories) Telephony status display: available, on a call, disconnected, forwarded Consultation call to any selected contact Monitored direct transfer (comes back on no answer) to any selected contact Consultation call redirection Transfer and hang up Transfer to destination s voic Pickup calls transfer Transferred calls reversion Send a pre-formatted notification (recipient absent) Call a contact from the speed dials list or the directory sales@telisca.com Page 4/6

5 Speed Dials import from excel, XML (Cisco Attendant Console format) or text file Speed Dials management interface (add, delete, edit) Display received, called, redirected calls history User customizable interface (default actions, categories, department) The user interface is intuitive to reduce training time. No icons, and different interaction modes are available: buttons, drag and drop, double click, context menu, keyboard control. With the optional pre-answer module (TAnnounce): Hold pre-answer audio message (whilst ringing in the Consoles) Pick up a call in queue from Attendant Console Audio message on busy Audio message on no answer Audio message on closed Custom business hours Two open hours ranges can be defined for every week day Predefined bank holidays Exceptional business close setting (from IP Phone or Administration) IVR call handling by pressing DTMF White list routing Black list routing With optional Statistics module: Call statistics by calling queues and Attendant Console Number of received calls Number of answered calls Pickup percentage Average wait time Average call duration Stats by hour, day, week, month, quarter and year Web based stats reports Stats reports sent by daily, weekly and monthly sales@telisca.com Page 5/6

6 1.4 Rerequisites Versions CUCM and IP Phones supported: CUCM: 7.1, 8.0, 8.5, 8.6, 9.0, 9.1, 10.0, 10.5, 11, BE 6000, BE Cisco IP Phone (all models which may be supervised by CTI). Windows Servers versions supported : Windows 2003 Server SP2 or R2 Standard, 32/64 bits, EN/FR, Windows Web Server 2008 R2, EN/FR, Windows Server 2008 R2 Foundation, EN/FR, Windows Server 2008 R2 Standard, EN/FR, Windows Server 2008 R2 Enterprise, EN/FR, Windows Server 2012 Essentials, EN/FR, Windows Server 2012 Standard, EN/FR, Minimum configuration minimum: 1vCPU, 4Gb RAM andt 70Gb disk. Virtual machines suported VMware vsphere, HyperV, Cisco UCS, UCS-E. Shares the same server as TAnnounce or other telisca applications Client PC based on.net 3.5, compatible Windows XP, Windows 7, Windows 8, Windows 8.1, 1Gb RAM. Minimum screen resolutin 1024x768. A single workstation solution may be installed on Windows 7 Pro or Windows 8 Pro (without server) (client + application server). Source directories : Active Directory, LDAP, CUCM, SQL database, text file, Excel, XML, Access, Dossier Exchange. sales@telisca.com Page 6/6