Version 5 Reviewer s Guide

Transcription

1 Business Success in Motion. Version 5 Reviewer s Guide

2 TeleMagic Enterprise Reviewers Guide 3 Table of Contents WHAT IS TELEMAGIC ENTERPRISE?... 5 SYSTEM REQUIREMENTS... 5 WHAT DOES TELEMAGIC ENTERPRISE OFFER?... 5 ADD-ON PRODUCTS... 8 ADDITIONAL SERVICES... 8 SUPPORT... 8 TRAINING... 8 RESELLER SERVICES... 9 INSTALLATION... 9 CUSTOMIZATION FEATURES... 9 PRE-DEFINED OR CUSTOM DATABASES EVEN MORE CUSTOMIZATION! PREFERENCES DETERMINE HOW TELEMAGIC BEHAVES USER-SPECIFIC PREFERENCES DATABASE PREFERENCES INSTALLATION PREFERENCES SECURITY SYSTEM LEVEL SECURITY DATABASE SECURITY CONTACT MANAGER SPECIAL FIELDS CONTACT MANAGER POWER FEATURES ACTIVITY MANAGER CALENDARVIEWS FULL-FEATURED SCHEDULE MAINTENANCE TIME, PRODUCTIVITY, AND HISTORY TRACKING MADE EASY SALES FORECASTING BRANCH SCRIPTING DIALER CALL CENTER TOOLS FAXING WIRELESS MESSAGING WORD PROCESSING IN TELEMAGIC THE TELEMAGIC AUTOMATION SERVER TELEMAGIC INTERNET MAIL NOTES AND MESSAGES THE BULLETIN BOARD TACK-ITS THE MESSAGE TAKER THE NOTEBOOK... 29

3 TeleMagic Enterprise Reviewers Guide 4 TELEMAGIC REPORTS...31 IMPORTS AND EXPORTS...32 EXPORT...32 IMPORT...33 DATA SYNCHRONIZATION SERVER INTRODUCTION TO DATABASE SYNCHRONIZATION...36 HOW DATABASE SYNCHRONIZATION WORKS...36 WHAT DOES TELEMAGIC S DATA SYNCHRONIZATION OFFER?...36 SATELLITE SITES...38 BASIC SETUP...39 SETTING UPTHECENTRAL SITE...39 SETTING UP YOUR SITES...39 CREATING THE USER LIST...40 SELECTING DATABASES TO SYNCHRONIZE...40 CONTROLLING WHAT IS SYNCHRONIZED...40 SERVER MAINTENANCE...41 PROCESSING AT THE REMOTE INSTALLATION...41 SERVER LOG AND REPORTS...42 FTP TRANSFER...42

4 TeleMagic Enterprise Reviewers Guide 5 What Is TeleMagic Enterprise? TeleMagic, first released in 1985, was one of the early innovators of Contact Management software. Now offered as a brand of a leading software publisher, The Sage Group, TeleMagic has expanded beyond the contact management niche into the full business automation arena. TeleMagic is designed to provide access and easy manipulation of the information that powers a business. It was designed for the large network installation, but small installations can also benefit from TeleMagic s robust feature set and data management. System Requirements Minimum requirements: IBM-compatible computer, Pentium II 233, with a minimum of 64 MB of RAM (128 MB recommended) and 200 MB available space on a hard disk for initially installing TeleMagic. Optional Support: Class 1 or 2 Faxmodem or other serial-attached phone dialer. Printer access through Windows printer setup. Wireless Messaging access to a carrier terminal that supports modem transmissions. (TeleMagic uses Telocator Alphanumeric Input Protocol (TAP) with its Wireless Messaging feature. Your carrier must use TAP, and its implementation must be compatible with TeleMagic.) What Does TeleMagic Enterprise Offer? Contact Management Three-level relational database structure User-defined multi-page views Configurable pages Full customizability store and display data as needed Multiple field types, including character, numeric, date,phone,fax,uniquenumber,notepad,check box, OLE, , Internet (website), FTP, newsgroup, and pager. User-defined List Boxes allow rapid and consistent data entry Data entry templates, default values, calculated fields and validity checking for any field Unlimited user-defined indexes and filters Field level security Powerful record search capability Editable Browse window Browse list of pending activities Duplicate record checking Activity Management Scrollable daily, weekly, and monthly views Separate Activity and To-Do listings Reschedule and re-prioritize using drag and drop Single-click check-off of completed tasks Associate Contacts with Activities and To-Do s Assign and view status of tasks assigned to others View and modify other users schedules (when granted permission) Icons to indicate type of activity To-Do display includes indication of time until or past deadline, and completed items Multi-day activity scheduling Recurring activity scheduling Scheduling conflict warnings Automatically search for available time slots Calendar security Alarms with or without TeleMagic loaded Activity Browse Activity Archive Quick deletion of completed activities User defined weekends and holidays Group activity scheduling Assign resources to activities Reassign activities from one user to another user Move groups of activities to a new time slot Automatically create an activity for all contacts in a filter and assign them to one or more selected users

5 TeleMagic Enterprise Reviewers Guide 6 Report Generation Standard reports on various areas of TeleMagic, such as faxing and sales forecasting Activity reports including printout to popular day planner format Envelope,label,and rotary index printing Contact and Phone Lists Quick reports for novice users Mass Mailing capability Configurable Reports Menu application can run independently from TeleMagic Works with your existing MAPI application, or as a standalone application Link messages to contacts in your TeleMagic database Create rollup lists of messages linked to contacts Automatically link incoming messages to contacts Send to single users or groups Word Processing Supports the following word processors: Microsoft Word 97 and 2000 Lotus Word Pro 97 and 2000 WordPerfect 8and9 Multiple Word Processors supported Point-and-click word processor setup: path to OLE word processors automatically determined Faxing A fully integrated faxing system Send immediate faxes to individual contacts Send to all contacts in a filter (broadcast or batch fax) Include merge fields in all pages being faxed Extensive fax preferences to customize faxing Fax locally or from a dedicated server Multiple servers and queues Support for any Class 1 or Class 2 faxmodem Support for unlimited servers processing faxes, with up to 8 faxmodems per server Wireless Messaging Send Wireless Messages to contacts or TeleMagic users Custom report writer including: Report titles and summaries Multiple fonts, pitches and styles Page orientation and size selection Calculated fields with input prompts Full color illustration and OLE Headers and footers by page and group Print Preview Write without sending Copy, forward and print Include attachments, such as files and merge documents, with your messages Tag multiple for quick maintenance Establish multiple accounts for each user Record activities in the Activity Manager automatically Base new documents on previously created templates Share documents between users, or keep personal documents private Link documents to contacts and create rollup lists of linked documents on contacts records View lists of documents printed or faxed to a contact notification on completion of faxes Links with the Activity Manager and contact records for fax history tracking Comprehensive troubleshooting tools Fax TeleMagic reports Fax maintenance for faxes sent locally Fax external documents generated in other applications Fax documents created using any of the supported word processors. Automatically selects the correct word processor for each document Send messages to all contacts in a filter Send Wireless Messages based on activities or

6 TeleMagic Enterprise Reviewers Guide 7 Send messages to everyone in a user group Send messages from the local workstation or from a dedicated server Maintenance screen for messages sent locally Power Features Full multi-user (network) capabilities Auto dialer Context-sensitive help Configurable toolbars Database synchronization with automatic packet transfer User-definable keystroke macros TeleMagic contact import formats that include linked activities System and field level security and password protection Sales Forecasting capability A Branch Scripting module for use with phone scripts Spell Checker Links to Timeslips Deluxe and accounting applications Database Utility Program for maintenance of records Export to: FoxPro dbase III Plus SDF Delimited formats User-definable delimiter formats Import from: System (Standard) Data Format Comma Delimited Format Blank Delimited Format Tab Delimited Format Visicalc Data Interchange Format Microsoft Multiplan version 4.01 Microsoft Multiplan Symbolic Link Lotus version 2.x Lotus version 1a Lotus Symphony versions 1.1, 1.2 Lotus Symphony versions 1.0 Comma Separated Value Microsoft Excel version 2.0 Microsoft Excel version 5.0 User Defined Delimited dbase III Earlier versions of TeleMagic Data Synchronization Server Unparalleled power combined with one-click synchronization provides both flexibility and ease-ofuse. Create unlimited remote and satellite sites each with unique settings. Streamline setup by creating global settings that will be applied to all sites, unless otherwise specified. Easily change the record set any site receives. Only synchronize the data each site needs to see for maximum data security. Select which levels of which databases are synchronized to each site. Control which fields in which records are included in synchronization for any site. Choose whether to synchronize only fields that have been changed, or synchronizing all records in a filter. Synchronize any of the following: Activities and activity permissions Contact records Database structure changes Filters Indexes List boxes OLE fields Preferences Program updates and upgrades Screen design changes Security Users Powerful administrative assistance through DSS. Automatic program updates and upgrades to all sites Changes to databases are automatically transferred and updated at all sites. Maintain personnel for sites anywhere in the world from one central location. Add and delete users at remote locations during synchronization from the central location. Control security at the remote sites, even assigning users to a group remotely. Create user preferences in the central location and copy them to users at remote site. Control whether incoming changes are made at the field level.

7 TeleMagic Enterprise Reviewers Guide 8 Update each field using pre-defined rules. Further qualify the selected field rule by creating a user-defined expression that provides the user total control. Save data that is being replaced in any memo field. Data to be synchronized is compressed into packets for ease of transfer and automatically decompressed upon receipt. Individual packets are created for each site and clearly labeled so installations only receive the data applicable to that site and the central location retains total control over what information each site receives. Create scripts to automate processing at the remote sites synchronization at remote sites is as simple as selecting an icon. Create servers at the central site to control what occurs when you select to process. Have multiple servers processing simultaneously for high volume synchronization. Set up continuous synchronization at the server changes can be exchanged between sites within minutes. Automatically transfer packets via the built-in FTP transfer or TeleMagic Internet Mail. Add-On Products TeleMagic has provided a comprehensive API to its community of developers. This partnership allows TeleMagic to offer an extensive suite of products to enhance the program. Some of the available enhancements include: Links to numerous accounting applications; CTI integration and call center management; Receivable and inventory tracking; Bid and Proposal; Order entry system; Candidate search and proposal generation for placement agencies; Newspaper and magazine template to assist sales and production of ads; Planning guide for database design; Campaign Management; Real estate prospecting and contract management system; Sales Tracker; And More! Additional Services Support TeleMagic is supported by a network of highly trained, certified resellers who are familiar with the customers and their operations, making the reseller the ideal person to answer support questions. TeleMagic also provides technical support directly. TeleMagic software support specialists are available Monday through Thursday from 8:00 a.m. until 5:00 p.m., and on Fridays from 9:00 a.m. until 5:00 p.m., Central Time. Support is provided via phone, fax, and . Technical Support Technical Support Fax TELEMAGIC Internet [email protected] Training TeleMagic Resellers are rigorously trained and tested for certification. Top resellers are also eligible to become Authorized Training Centers and present a TeleMagic-approved training course to the end user. To date there are 33 Authorized Training Centers in the U.S., Canada, and Mexico.

8 Reseller Services TeleMagic Enterprise Reviewers Guide 9 TeleMagic Resellers are kept up-to-date with the latest technical and sales information through a number of different avenues. The Essentials to Success is a weekly communication that is sent to all resellers directly from TeleMagic sales and R&D departments. A special Developers Advisory Council, consisting of top TeleMagic resellers and developers of add-on products, has been formed to share feedback from TeleMagic end-users with R&D to help make sure that TeleMagic continues to meet the needs and wants of our customers. Installation TeleMagic s easy-to-use installation wizard allows users to select from a number of setup options. Users can install a full installation of TeleMagic or an evaluation copy. The evaluation copy provides the full features of TeleMagic for a 45-day complimentary trial period. Users can upgrade a previous version of TeleMagic. To install the evaluation copy for review, select Install Evaluation Copy on the Setup Type screen. Use the Install Wizard to guide you through the rest of the setup process. To review the sample databases that have been provided, select Full installation when prompted. Customization Features Many contact managers claim to be customizable. Often this means allowing users to change the prompt on some predefined fields, or perhaps add an additional page or tab that must follow a fixed structure. Most contact management software requires that company, contact, and address fields be present in the database, limiting the use of the software to information related to people. TeleMagic s customization is so robust, you can virtually use it as an application generator. Custom Use If you were to design an application for your business, what would it do? Would it organize sales leads, prospects, and closed sales? Would it contain information on customers and allow you to project income based on purchasing trends? Would it keep your inventory and let you see at a glance when you are running low on something? Most contact managers are good at storing peoples names, addresses, and phone numbers. TeleMagic is good at storing anything. It is able to do this by using Key Fields. Key Fields allow users to specify what fields hold contact information, but do not require their presence in the database. This means that a TeleMagic database is not limited to containing contact data. TeleMagic can be used for any information that needs to be stored and organized. You can use the databases to track inventory, generate invoices, manage projects, automate employee time cards, and much more. Custom Look An additional aspect of customization that is often overlooked, but nonetheless important, is the aesthetic control. Designing your work area in TeleMagic means more than just controlling how data is displayed, it also means creating a view of your data that thinks the way you do. Fields can be grouped and arranged so like data is together. The flow of data entry can be controlled to match the way you work. Drawing tools and color properties let you customize the look of your page. You can even set wallpaper for the page. Custom Views If different people in your organization have different data requirements, or even different tastes, they can each create their own view of the database. Differences in views can be as simple as different color settings, up to an entirely different set of fields. Views can also be used to organize your contacts. For example, you may have a view for lead qualification. Once a lead is qualified, you may have a view for sales prospects. Finally, once a sale is made, you may have a view for existing customers. This same record can be viewed in three different ways as the contact s relationship with your company evolves.

9 Pre-defined or Custom Databases TeleMagic Enterprise Reviewers Guide 10 When TeleMagic is installed, you may select to install any of a broad range of predefined databases. These databases may be used as-is, or as a framework for building a custom database. There s even an option to add a blank database. A blank database creates a blank slate where the user can put anything he or she wants. TeleMagic s custom screen designer lets you start from the drawing board and design your database however you like. Editing a database is simply a matter of selecting Contact Manager, Contact Utilities, Screen Designer from the TeleMagic menu. This is the screen customization workshop for TeleMagic. The row of buttons on the bottom of the screen contains the object tools. The ToolTip indicates the name of each tool. Right-click on an object to access the object s properties. Properties let you control settings such as an object s line and fill colors, font, and transparency setting. Right-clicking on the page itself lets you set background colors, default pen color, default font, grid settings, and more. (If objects cover your entire page, Screen Designer select Properties from the Page menu toviewpage properties.) New views are created by selecting the Add button on the toolbar at the bottom of the screen, then choosing the Add View button. Add a name for the view and a name for the first page in the view at the properties window and click OK. You will be at a blank page where you can explore designing your own screen. Refer to TeleMagic s online help for information on using the Screen Designer. Even More Customization! Preferences Determine how TeleMagic Behaves In addition to customizing the layout of databases, Preferences can be used to customize and control how TeleMagic behaves. By simply selecting Preferences from the Options menu, users have full control over their user-specific preferences, managers have additional control over database-specific preferences, and supervisors have total control over installation-wide preferences. User-specific Preferences TeleMagic provides a wide variety of user preferences that allow the user to control his or her own workspace. Each user can decide which screens they view when they first open a database. Activity preferences can be set up specific to each user s workload. Create multiple sets of custom toolbars, function keys, and list boxes and use Directories preferences to choose which to use. Configure dialer, wireless messaging and local fax settings for each user s workstation. Display preferences let the user set preferred time format and data entry aides. Use TeleMagic Internet Mail or an external program: each user has the freedom to choose. TeleMagic provides extensive Configuration Options for every area of the program

10 Database Preferences Choose database level names, database controlling levels, and custom standard addresses. Configure field calculations, record locking, and currency display. TeleMagic Enterprise Reviewers Guide 11 Most contact managers have required address fields that must be in the database. Key Fields let the user select the fields that contain this key information, giving them the option to use these fields, or not. Installation Preferences Setup system preferences such as the System ID and date preferences. Create custom toolbars and function key macros that provide short cuts for repetitive tasks. Control when users may be in TeleMagic using a downtime setting or an immediate forced logout option. Add or remove users from TeleMagic.

11 TeleMagic Enterprise Reviewers Guide 12 Security TeleMagic allows full customization of security. Supervisor users have their own group with full rights to all features and databases. In addition, Supervisors can easily configure separate security groups for other users based upon what security is needed for each user. Security can be set at the system level, database level, and even at the field level within each database. System Level Security Security groups let you provide security by department or job function and allow you to make changes just once instead of changing each user individually. Supervisor users can effectively create a system which is both secure and accommodating: non-supervisor users are not hindered from doing their work by having too little rights, while at the same time supervisor users can be confident that only qualified people are accessing sensitive areas. Access to system functions and databases can be controlled for each security group. System Level Security security group to another as needed. Users can create and maintain multiple security groups. Users can easily be transferred from one Database Security You can create unique security for each database allow limited access to one database and full access to another. By simply clicking the Database Security button, security for each database can be customized for each security group. Database security can be set at the database level, record level, and at the individual field level. Give as much or as little rights based on the level of access each user group needs to get their work done. TeleMagic gives you total control! Database and Field Security Access to Sales Forecasts, Reports, Filters, Indexes, Database Preferences, Export/Import of records, the Screen Designer, and more can all be fully customized and controlled within

12 Database Security. TeleMagic Enterprise Reviewers Guide 13

13 TeleMagic Enterprise Reviewers Guide 14 Contact Manager The Contact Manager is the main window into TeleMagic. The appearance of the program can vary dramatically, depending on the database you have open. When you first open the program, a sample database will open. To view other databases, choose Select Database from the File menu, highlight a database and select Open. This entire screen is fully customizable. Everything from the type of information shown and how it is displayed, to the aesthetic presentation of the page can be designed by the user. Press F1 at the contact screen for context-sensitive help on the Contact Manager.

14 TeleMagic Enterprise Reviewers Guide 15 Special Fields Fields in the database can be customized or created by selecting Add/Edit Fields from the File menu. You can define the field length, type, and templating using this feature. There are also some special fields that can be created: Recall Field This field is used to set a call back date and time on a record. You can automatically set a series of recalls for all contacts in a filter, or set the recall directly in the field. Last Call Field This field records the last time a call was made using the TeleMagic dialer. Fields with Icons These fields provide an icon next to the field to link to another part of TeleMagic. Phone Clicking the icon dials the number in the field. Fax Clicking the icon opens the Send Fax window where you can create cover comments and select documents to fax to the number in the field. Date Clicking the icon opens a calendar where you can select the date. (If you decide not to display the century on your date fields, this also lets you specify the year, removing any year 2000 ambiguity.) Activity These fields show information from activities linked to the contact. Clicking the icon takes you to the activity. Clicking this icon will open your application with the current record s information already filled in. Newsgroup Clicking this icon will open your Internet browser and retrieve the indicated newsgroup information. FTP Clicking this icon will open your Internet browser and go to the indicated FTP site. Web Address Clicking this icon will open your Internet browser and go to the indicated web site. Notepad This is a memo field that gets stamped by TeleMagic when an event occurs for the contact. Rollup Lists You can see lists of child records, activities, and documents linked to the contact. Start Field This field records when a record was added and by whom. Last Revision Field This field records when the last change was made to a record and by whom. OLE Fields Used to link or embed graphics, sounds, movies, files: any OLE compliant field. Validated Fields You can create rules that govern when any field can be changed. These can be simple, such as making sure the data matches a list of valid entries, or they can use precise expressions created with the help of TeleMagic s Expression Builder. Calculated/Default Fields These fields let you perform mathematical calculations on data, summarize other data, display information based on another field or a combination of fields, and more. Contact Manager Power Features The TeleMagic Contact Manager offers power features when manipulating your data. Three level relational database that allows you to store information related to multiple records only once. Create filters and indexes using single fields or powerful expressions that use multiple fields and variable information. Create on-the-fly filters using tags or field search. Automatically replace the data in a field for a group of records. Delete groups of obsolete records quickly, or recover records that have been deleted in error. Define the unique fields in a record and check for duplicate records as data is edited, or tag all duplicates in a given filter. Reassign lower-level records from one parent to another.

15 TeleMagic Enterprise Reviewers Guide 16 Activity Manager TeleMagic s calendar facilitates time management, productivity tracking, and contact history tracking. The TeleMagic Activity Manager provides all of the functionality common to calendar programs, plus an uncommon level of integration with the rest of the program. View lists of activities for any contact record, display the next pending activity right on the contact s record, and get instant access to contact details from a linked activity even if the contact is in another database. Send wireless messages from activities, automatically track document, fax, and call history using system-generated activities, print from a wide selection of standard activity reports, or create custom reports that integrate contact and activity details in one report. The calendar screens have been designed to provide quick access to information. On-screen icons, color coding, and prioritization provide at-a-glance insight into your day. Check boxes provide instant identification of pending and completed items. To-Dos immediately indicate whether they are pending, due today, or overdue. The Activity Manager provides you with five different views. You can display up to as many as four views at once. You can display multiple copies of the same view, each showing a different part of your schedule. There are several display configurations to choose from, each with its own advantages. Calendar Views TeleMagic provides five calendar views: The Day view shows activities for the selected day. Display your schedule in increments from 5 minutes to 60 minutes. The Week view shows your schedule for 7 days, displayed side-by-side for quick comparison. The Month view shows a monthly calendar page. The number of activities scheduled is indicated and colored bars show extended activities. The To Do view lists all of your To Dos. The font color of each To Do indicates how many days remain before the To Do is due. When a To Do is overdue, the number of days it is overdue is indicated. The Detail view displays details of the selected activity or To Do. Each view allows every user to easily schedule and view their workload. Users can tell at a glance what needs to be done, what has been done, and what should have already been done. Reconfiguring the Activity Manager is accomplished with the tools on the Activity Manager toolbar. In addition to the standard calendar views, you can browse through a list of all activities and To-Dos sorted by date. From the Browse list, you can edit any item or go to the calendar page for its due date.

16 TeleMagic Enterprise Reviewers Guide 17 The Activity Manager in Week View Each calendar view has been designed to give you all the information you need to plan your day, week, or month. Color-coding shows the time allotted for each activity Activity type is indicated by the icons. You can even create your own activity type icons. Click on plus sign open a p menu wi activities the time Users can control how much time is in each block.

17 Full-Featured Schedule Maintenance TeleMagic Enterprise Reviewers Guide 18 Set Reminders (Alarms) for each Activity. The Alarm program provides a pop-up when an alarm is due even when TeleMagic is not open! A single click takes you to the activity, launching TeleMagic if necessary. Easy maintenance: Activities and To-Do s can be completed by one simple mouse click. Drag-and-drop organization. Change Activity times and To-Do priorities. Make a To-Do into an Activity or change an Activity to a To-Do. Built-in activity archive allows filtered groups of activities to be stored for batch processing or deletion. Use the Detail view to see full activity details with a simple click of the mouse. Easily edit activities by double-clicking them. Grant access to your calendar to other users and control the amount of access each user receives. Schedule Activities and To-Do s for another user. Availability checking and conflict notification will help you determine when the user is free. Notification for activities assigned to you with a rejection or reassignment options. Easy access to lists of activities you have created for other users and other users have created for you. Incomplete Activities can be automatically rolled over to another day or reassigned to another user.

18 TeleMagic Enterprise Reviewers Guide 19 Time, Productivity, and History Tracking Made Easy Generate system Activities for calls, documents, and faxes. Completed calls, linked documents, and sent faxes get recorded as completed Activities. Users can instantly view a history list of each call, document, and fax linked to each and every contact record in the database. Extended activities (such as projects, vacations, or holidays) can be scheduled for individual users or globally for all users. Schedule Activities for groups of users. Effortlessly assign teams and leaders for each group. Manage Resources such as conference rooms and equipment. Create a list of resources and assign times when they are being used and when they are available for use. If a scheduling conflict exists, users will be notified immediately. Automatically update the scheduled time based on availability of users and resources. The Pending Activity List (available from the Contact Manager) provides a direct link to the Activity Manager. Users can also use the Pending Activity List to track their daily progress. Recalls (callbacks) can be created for a single contact or for all contacts in a filter. When assigning multiple recalls, you have complete control over how they are distributed to users. Included Activity Reports simplify time management and productivity tracking. Link Activities to Contact records. Include contact information with the user s custom Activity comments. Access contact information from anywhere the activity can be accessed. Display up to four different calendar views at the same time. Display multiple copies of the same view showing different dates. There are 8 configurations and 5 different views available.

19 TeleMagic Enterprise Reviewers Guide 20 Sales Forecasting In the direct sales environment there is a constant need for accurate, up-to-date sales data. Past sales need to be recorded and future sales should be forecast in order for a company to stay healthy. TeleMagic's Sales Forecasting feature allows you to keep track of projected and actual sales, and relate those sales to contact records in any TeleMagic database. It also includes several easy-to-use pre-formatted reports, which you can use to predict sales trends, analyze sales forecasting accuracy, and evaluate the overall performance of your salespeople. TeleMagic's Sales Forecasting feature provides an integrated, standardized way to record, view, and report on your most upto-date sales data. Link Sales Forecasts to contact records and view contact details from a forecast even if the record is in another database! Maintain integrity of forecasts by controlling the level of access to editing saved forecasts. Keep unlimited notes on each forecast. Track sales progress with a Progress Chart. Each sales step can be standardized for all users through list boxes. Use built-in sales reports to report on Forecast Sales, Closed Sales, and Sales Progress. Use the Forecast vs. Actual sales report to compare how close each Forecast Sale is to the Actual Sale. Forecast and track the sales process from start to finish with Sales Forecasting. Extensive filtering options allow you to include only information pertinent to the report. Security is maintained for the sales force by only allowing them to view their own records. Managers, on the other hand, may report on an individual user or a group of users. Control how data is displayed: view text based reports, graphical reports, or a report that shows data in both formats. Generate reports with 3-D graphs. Select to view vertical, horizontal, or pie charts. Sales Forecasting Use TeleMagic s sales reports to keep one step ahead of your receivables.

20 Branch Scripting TeleMagic Enterprise Reviewers Guide 21 When you speak with a customer or prospect, questions that are asked and statements that are made will lead you down a particular path. A TeleMagic script helps you control that path, provides you with the information you need every step of the way, allows you to quickly back up if the conversation suddenly changes direction, and creates an automatic recording of the branches followed for later reference. Merge system or contact data into the script. TeleMagic allows users to easily create and modify branch scripts that directly interface with their databases. Users can also analyze the history of each script to find out how often the script leads to a sale. Uses existing database fields for easy script composition. Contact data is automatically merged into the script upon selection of a branch. Input contact data directly into contact records from within the branch script. Incorporate the data entry as part of the script. Set field input order to simplify data entry. Toggle between the branch script and the contact record with the click of a button. Automatically create activities each time a script is used for productivity tracking. Dialer Anyone who uses the telephone to communicate with contacts and clients on a regular basis will find the TeleMagic Dialer indispensable. The Dialer allows you to truly integrate your contact records with your phone, dialing from TeleMagic, keeping notes on your conversations in the contact records, and creating completed activities based on phone activity. While using the TeleMagic Dialer you can make an outgoing call from either the Contact Manager or the Activity Manager; during the course of the call you are free to move about in the program as necessary. The Dialer allows the same freedom of movement when receiving incoming calls as well. In either case, the Call Duration Timer will open in the lower left corner of your screen. When you conclude a call, TeleMagic will automatically update your call tracking system. Even if you are not using a modem to dial the phone from TeleMagic, you can still use the dialer feature to track your calls and call notes.

21 TeleMagic Enterprise Reviewers Guide 22 The Dialer can be configured to ignore local area codes and automatically dial prefixes (for outside or long distance lines) and suffixes (for accounting or other information required by your telephone system). NANP setup also allows users to enter comprehensive rules for dialing that accommodate any special conditions in their local area. Advanced dialer setup allows users to customize modem command strings for systems that do not use Hayes standards. Clicking the Dial button on the toolbar opens the Dialer selection box. This provides a list of all phone numbers for the contact, or a manual dial option in case you want to dial a number that is not stored in a contact s record. You can also dial directly from the phone field itself. Dialer Selection Box Get the most from your telephone with Dialer and Call Notes retrieve and update information automatically. Call Notes whenever you start a call, or only opens on demand. When placing or receiving a phone call, you can have information from the call stamped into the contact s notepad, and/or create an activity based on the call. Use the Call Notes dialog to control what information is recorded. You can choose whether Call Notes opens When your call is complete, the information you have recorded in Call Notes will be added to the appropriate contact record. You can schedule follow up activities or To-Dos, and spell check the note before saving. Call Center Tools TeleMagic was originally designed for call centers. Although its functionality has expanded into other areas of business automation, it has not lost its suitability for high-volume calling. If you need to make multiple calls in a single session for telemarketing, surveys, sales contacts, etc., TeleMagic makes it easy to optimize your outbound calling. You can schedule (and reschedule) calls and appointments, allow multiple users access to the same filter in order to optimize your calling power, make notes about your current contacts while on the phone with them. And, by just turning on the Zoom Dial feature, you can move directly to the next call after completing a call. There are two different approaches you may take to placing a series of calls. You can either create an activity for each contact that needs a call, or you can simply move through your database calling each contact in a filter. With either approach, TeleMagic allows you to quickly zoom through your list of phone calls for maximum productivity. Creating activities in the Activity Manager gives you the advantage of having one TeleMagic user responsible for following up on the call. There is also a scrollable notepad that allows you to keep notes on the activity. This is particularly useful if you are placing follow-up calls on sales leads, accounts payable, or any other mass-calling situation where you have established a relationship with the contact. The Set Multiple Recalls optiononthecontact menu lets you create a series of activities linked to contact records in a filter. These activities can be assigned to a single user or a group of users. If you are scheduling for multiple users, you can control how the activities will be divided. You can even create a printout of the distribution for a record of how many activities each user is responsible for. You set start, end, and break times and how much time to allot to each call, then TeleMagic will go through your database and create a Call type activity for each record in the selected filter.

22 TeleMagic Enterprise Reviewers Guide 23 Call Center Tools keep you in charge of your schedule. Once users have their assignments, they can use the Pending Activity List to quickly complete the calls. The Pending Activity List will show the activities in order and display the phone number for each contact. A single mouse click dials the call and opens the Call Notes window. When a call is completed, the user is returned to the list, allowing users to quickly zoom through the list of calls. The contact s notepad can be accessed with a click of a button, so pertinent facts are always a click away. Pending Activity List Contact based calls use the Recall field to schedule a call date and time. This is useful if the contact needs to receive a call, but it does not matter who places the call. Rather than creating an activity that must be assigned to someone, you can update the Recall field to record the information that a call is necessary on the given date and time. Telemarketing, surveys, or any other cold-call situation are ideal for contact based recalls. If there is a recall field in the database, you will be given the option to create activity based calls or contact based calls when selecting the Set Multiple Recalls option from the Contact menu. Zoom dial further optimizes this by moving to the next record and dialing the next call as soon as one call is completed. In a high-volume calling situation, every mouse click counts Zoom Dial automates the process for maximum output.

23 TeleMagic Enterprise Reviewers Guide 24 Faxing TeleMagic s Fax module was designed for people and companies that do a high volume of faxing. This design also results in superior support for users who only send occasional faxes. In addition to its ability to seamlessly handle tens-ofthousands of faxes, features have been included to make sure that if information needs to be faxed, TeleMagic can accommodate it. Documents created in any supported word processor, including Microsoft Word, WordPerfect,andWordPro,canbe directly faxed as easily as they can be printed. Unlike many fax programs, TeleMagic allows you to have merge fields from your contact records on every page of your fax, not just the cover page! Documents or files created using almost any other external program can be faxed with the External Document Capture. Users can fax TeleMagic s pre-formatted reports and custom reports just as easily as they would fax a document. Access the Fax module using the Send Fax optiononthewrite menu or by clicking the icon next to any fax field: Send up to 11 documents at a time per fax job. Send batch or broadcast faxes to a group of contacts. Let TeleMagic notify you of the fax status and keep a log of the faxes sent. Add comments to fax cover pages and TeleMagic will merge them into the Fax Activity comments automatically. Local Fax maintenance allows each user to view details on the faxes that have been sent or are currently active, and delete or resend them as necessary. Local fax monitor provides real-time progress of fax transmissions in progress. Users who do a high volume of faxing, or even users on workstations with no modem, can offload their faxes to a dedicated fax server: TeleMagic provides seamless support for merging and sending faxes from a dedicated workstation using the Automation Server. All major features supported in local faxing are also available with the Automation Server. Each fax server supports up to eight faxmodems for maximum efficiency in sending and receiving. The Send Fax interface makes it easy to attach items to your faxes You can use several different word processors for generating faxes. TeleMagic Automation Server will automatically select the correct word processor for each fax.

24 Wireless Messaging TeleMagic Enterprise Reviewers Guide 25 Wireless Messaging TeleMagic users and contacts. Wireless Messaging lets you use your database to page quickly and efficiently. TeleMagic allows you to send Wireless Messages (pages) directly from within TeleMagic. By simply clicking a toolbar icon, clicking the pager icon of a pager field, or selecting Office, thenwireless Messaging, you are immediately taken to the Wireless Messaging screen where you are given a wide range of options from which to choose. Wireless Messaging Allows You To Send a message to a user, a group of users, or all users. Paste the information from the current contact record to the message being sent. Send messages based on activities or . Monitor the current transmission in real-time as the message is being sent. Receive messages regarding the completion status of the message. Send a message to multiple contacts using the filter of your choice. Send a message to anyone you are not restricted to just sending to Send messages immediately using a workstation s modem, or send them to a queue for the Automation Server to deliver. Quickly change sending options to adjust to different contacts pager settings. Prepare your messages in advance, and send them at a later date. Word Processing in TeleMagic TeleMagic s word processor integration feature creates a link between TeleMagic and Microsoft Word, WordPerfect,and Lotus WordPro. You can maintain documents in as many different supported word processors as you require. For example, you may normally use Word, but you review documents produced by a user who uses WordPerfect. With TeleMagic, you can have both word processors established so you can review the WordPerfect documents without changing your word processor setup in TeleMagic. The link between TeleMagic and your word processor allows you to do more than simply access a word processor while working in TeleMagic. The link allows you to merge up-to-the-minute information from TeleMagic into your documents when printing or faxing, establish links between your documents and contacts, and keep a history of everything that has been sent to a contact. To use the TeleMagic word processor link, select Word Processing from the Write menu.

25 TeleMagic Enterprise Reviewers Guide 26 Quickly organize your documents using the Word Processor Documents dialog box Documents and document templates are stored in separate lists for clarity. Toggle the lists with a single mouse click. View personal documents, or create and view documents that are shared globally or related to a database. If a document is linked to a contact, quickly view contact information without leaving the document selection box, or go to the record with a single mouse click. Click View linked documents for this Document Selection. The word processor used to produce each document and template is indicated by the icon. clicking Edit. contact on one of the customizable Contact toolbars to see a list of all documents linked to the current contact. You can also quickly access this selection box from the contact s document list. View document properties by clicking Change, or open the word processor to edit the body of the document by Document properties are accessed when adding or editing a document. To add a new document, click Add to create the document properties. Press F1 for details on the options available when adding documents. Once you click OK you will be taken to the word processor where you can create the merge document (form letter). TeleMagic provides a list of available fields for insertion in your document. When printing your documents, you will have the option of printing for your current contact, a linked contact, or a group of contacts based on a filter. You also have the option to print the document locally, or offload it to a queue to be processed by a dedicated print server. This allows you to continue working while any number of letters are being merged and Add a Document printed at another workstation. TeleMagic s word processing link allows you the convenience and efficiency of using your word processor, or word processors, of choice, while retaining all of the benefits of a relational database. By combining merge fields and expressions you can quickly produce documents to provide your contacts with precisely the message they need. Filters ensure that only those with a likely interest in the subject will be informed. Finally, indexes provide you with the ability to sort your mailing for the most efficient use of the postal system. The TeleMagic Automation Server When s the best time to send out 10,000 faxes? What if you want to print 500 personalized copies of the company newsletter at the same time? What if you need to send out an urgent page while all this is going on? TeleMagic understands

26 TeleMagic Enterprise Reviewers Guide 27 that you can t afford to stop working every time you need to do something that is processor-intensive. That s why TeleMagic provides the Automation Server. It was designed for high volume faxing, paging, printing, and ing. When setting up the Automation Server, you create one or more Server IDs and establish specific configuration settings for each. You are then able to select a Server ID on a workstation to process your queued faxes, wireless messages, and documents. You can have up to eight faxmodems on a workstation being used as a server, and an unlimited number of servers on multiple workstations processing simultaneously. Once your Automation Server is set up, processing faxes, documents, and Wireless Messages is a simple matter of selecting a server and queue, then clicking a single button. TeleMagic does the rest. You are able to maintain your Automation Server system, print items in the queue, edit the details of items, and print TeleMagic reports on how items were processed. unsuccessful transmission. Automation Server When the Automation Server is combined with TeleMagic s database management capabilities and your word processor, you gain the ability to easily batch or broadcast fax merged documents to any group of clients in your database. When the Automation Server processes a wireless message queue, it will search the queue and identify all messages going to the same number. These messages will be sent concurrently, unless the originator has specified a particular time to send them, regardless of their position in the queue. If you like, the Automation Server can notify the sender of the outcome of an attempted fax or page via . The notification can be given in the event of successful or Queues can be monitored from any workstation in your network. Users can quickly see if a particular page has gone through or a fax has been sent. Faxes and wireless messages can be edited after being sent to the queue. From the maintenance window, simply highlight the message to be modified and click Edit. From this window, you will be able to change virtually any aspect of the fax or wireless message. The Automation Server is set up by default with one print queue, but you may configure as many print queues as your system can support. All that is required is for the name of the queue to begin with the phrase print queue and that each queue has a unique name (e.g., print queue 1, print queue 2, etc.). This feature is useful in installations where more than one workstation has been designated as an Automation Server. In such a configuration, print queues can be designated according to originating department, priority, or whatever criteria are appropriate to your needs. The number of Automation Servers in your network is limited only by your physical configuration. The multiple server system allows you the freedom of having many computers (each with up to eight faxmodems) processing the same queue at the same time, or each processing different queues. This level of flexibility is designed to provide you with the ability to utilize your resources to their greatest benefit. As your needs change, Automation Server can be easily reconfigured to meet these new requirements.

27 TeleMagic Internet Mail TeleMagic Enterprise Reviewers Guide 28 TeleMagic Internet Mail allows you all of the features you would expect in a business package with the added benefit of full integration with your TeleMagic databases. You can link your messages to contacts, automatically create activities when you send , and access the program from fields on your contact pages. TeleMagic Internet Mail works with your existing MAPI program, so you can use your existing address books. If you prefer, you can use TeleMagic Internet Mail as your primary application. TeleMagic Enterprise does not need to be running to run TeleMagic Internet Mail. (TeleMagic Enterprise needs to be running to use certain features.) Tostart TeleMagicInternet Mail from thecontact Manager, select TeleMagic from the Office menu. Tostart the application independently, select the TeleMagic Internet Mail icon in the TeleMagic program group. The first time you open TeleMagic Internet Mail, you will need to establish a mailbox and provide account information. Both of these procedures are accomplished with wizards that are automatically opened as part of the login process. Both of the wizards are provided with tabs to make it easier to return to previous pages and make changes as required. To establish a mailbox, you will be asked to provide a location for your mailbox (a default is offered), a login name and password for Internet Mail, and some information about your TeleMagic installation. You will need to decide whether Internet Mail should log on to TeleMagic when it starts. Some features will not be available if Internet Mail is not logged on to TeleMagic. You will also need to provide your TeleMagic user ID and password. You will need to establish at least one account. When establishing an account, the first thing you must provide is a name for the account. The name can be anything you like. If you need to establish several accounts, the name you choose should be something that will make it easy for you to tell them apart. The name(s) you have chosen will appear as menu items when performing certain functions. One account must be the default account. If the account you are establishing should not be the default account, clear the Make this my default account check box on the first page. After you have named your account, you will proceed to the Send page of the wizard. What you enter in the I am known as field is what will appear in the From fields of your messages. You must also provide your address and the SMTP server. This information will be available from your ISP, or your system administrator. You should not change the SMTP port without specific instructions to do so. Next, you will need to provide the receive information for this account. The POP3 Server and User Name information is available from your ISP, or your system administrator. Note that the User Name in this case is not necessarily the same as your TeleMagic user name. The User Name needed here is the one that your Internet service uses to identify you. The password here is also not necessarily your TeleMagic password. The password required here is the password used to gain access to your from your ISP. Finally, you will select your connection type. Select the Dial-up Networking/RAS option, along with the connection to be used, if you will be connecting locally. Choose the other option (Connect through Local Area Network/LAN) if you will be connecting through a proxy server on your Local Area Network. If you choose the Dial-up Networking/RAS option, and you have more than one profile established, select the profile you want to use from the dropdown list. Having established your account, you are ready to start sending and receiving mail. To receive mail from the default account, select Receive from the Tools menu. If you want to receive mail using any other accounts you have established, click the Receive Mail button and select the account you want to check from the pop-up menu. If you have received any mail, you can either open the message in a message screen, or you can view the text of the message in a text area on the main screen. To open the text area, mark Message Body on the View menu. To compose and send a message, select New Message from the Message menu. Enter address and subject line information in the fields provided, and compose the message in the text area. Use the RTF controls to fine-tune the look of your message. (Some applications do not recognize RTF formatting. Messages using RTF formatting are difficult to read on such programs. You can send messages in plain text, even though they were composed using RTF, by toggling the RTF button on the toolbar.) When you have finished composing the message, you can choose to send the letter now, or send it later. These options are available on the File menu, or you can use the toolbar controls. TeleMagic Internet Mail offers many customization options. You can control exactly how your messages are displayed, create new folders, maintain multiple accounts, automatically spell-check your messages, and more. To set your preferences, select Options from the Tools menu.

28 TeleMagic Enterprise Reviewers Guide 29 Link to Outlook The link to Microsoft Outlook allows you to select recipients from TeleMagic databases, merge contact information into e- mails, and create Activities and To-Dos in the Activity Manager. This feature is added automatically to Outlook, and no setup is required in TeleMagic. You must, however, be running TeleMagic for the merge fields and database information to be available. Notes and Messages The Bulletin Board TeleMagic provides several means of communicating with other users in addition to paging, faxing, and . TeleMagic s Bulletin Board serves as a forum for all TeleMagic users to exchange information on any subject. Users are never interrupted when a message is added to the Bulletin Board, making it a convenient medium for general announcements just like any bulletin board. To open the Bulletin Board, select Bulletin Board from the Office menu. Right-click anywhere on the Bulletin Board to open a pop-up menu. Use the options on this menu to change the appearance of the Bulletin Board, add notes, and close the Bulletin Board. Bulletin Board notes can have different colors and font styles. Once a note is created, right-click on the note to open a popup menu to change the note s color and font characteristics or to see when and by whom the note was created. The Bulletin Board can be resized and moved as any other dialog box. To move the Bulletin Board, click on the upper section of the board and drag it to the desired location. Individual notes can also be resized and moved to different places on the Bulletin Board as required. Tack-Its Notes on the Bulletin Board are public and cannot be associated with any particular database or record. When you need to leave a message for a limited readership, you can add a Tack-It. Tack-Its look like the notes on the Bulletin Board, but appear directly on the Contact Manager screen. To create a Tack-It, select Add Tack-It from the Office menu. Enter the text of the note on the Tack-It. Right-click anywhere on the Tack-It to open a pop-up menu to change the characteristics of the Tack-It. You can change the color of the Tack-It s background, and you can select different fonts and styles. Tack-Its can be either Personal or not, and they can be Linked. If a Tack-It is Personal, only the author will ever see it. Tack-Its can be linked to databases, or specific contacts. If a Tack-It is linked to a database, it will be visible whenever that database is open. A Tack-It that is linked to a contact will only be visible when that contact record is open. A Tack-It that is not linked will be visible whenever the Contact Manager is open. There is no practical limit to how many Tack-Its you can create. The Message Taker TeleMagic s Message Taker is modeled on the phone message pads that have been in use in offices for many years. TeleMagic s Message Taker offers a number of advantages over these specialized notepads. Like the paper notepads, TeleMagic s Message Taker has a number of fields available for general information, like the caller s name and phone number. Most of these fields are optional, as they are on the paper notepads. Unlike paper notepads, TeleMagic s Message Taker is addressed by selecting the user from a drop-down list. The Message Taker fills in the date and time fields automatically, and can accommodate messages of almost any length. Message Taker delivers the message for you, can page the recipient to let them know they have a message, and notify the sender that the message has been received. They are always legible, work with TeleMagic s Spell Check feature, and never get lost. They can be password protected, linked to contact records, and you ll never run out ofthem. Open themessagetaker byselecting Message Taker from the Office menu. Click the Create New Message button to begin editing the message. The Notebook The Notebook provides you with a secure means of jotting down notes, ideas, or any other sort of information that you may want to save for future reference. One possible use would be a list of product codes that you need to access quickly. You

29 TeleMagic Enterprise Reviewers Guide 30 might also use it to record ideas for new products and slogans that occur to you while on the phone with your clients. Notebook notes can be either Personal or Database. You can think of it as two different notebooks: one that anyone with access to the database can access, the other that only you can open. RTF controls are available for you to format the appearance of your notes. The Notebook provides you with two indexes: Note ID and Description. This way, you can find, for example, the correct list or idea by using product list, marketing ideas, and so forth as your Note ID and indexing on the ID. There is also a browse view available from the Notebook toolbar that allows you to see your notes in table format. If you know the ID or Description, you can use the Go To Note feature by clicking the Go To Note button on the Notebook s toolbar. To open the Notebook, select Notebook from the Office menu. In addition to using the browse and Go To features, you can scroll through your records using the arrow icons on the four corners of the Notebook. (If you are on the first or last record, two of the arrows icons will not be available.) To add a record, click the Add button. To edit an existing record, go to the record and click the Edit button.

30 TeleMagic Enterprise Reviewers Guide 31 TeleMagic Reports There are three types of reports in TeleMagic: standard reports, custom reports, and quick lists. The Pending Activity Report Dialog Box Standard reports are designed to anticipate your reporting needs and make printing professional reports easier than ever. Most of the major areas of TeleMagic include standard reports. When you print a standard report, the design and layout have already been done for you. Controlling what is included in your standard report is accomplished through dialog boxes, such as the Pending Activity Report dialog box shown here. Rather than printing, you may also choose to fax your report directly to the interested party. Among the standard reports included with TeleMagic are security reports, database structure reports, address and phone lists, activity reports, and many others. A related feature to standard reports is TeleMagic s envelope and label printing functions. TeleMagic can print envelopes, shipping labels, name tags, rotary cards, and other items in many popular formats. This feature can streamline the preparation of your mass mailings, conferences, and promotional activities. Most standard Avery label formats are supported. Custom reports let you present your information so that it makes sense in YOUR company. Since no two businesses are alike, TeleMagic includes a powerful custom reporting feature. Custom reports allow you to design your own reports detailing practically any information in TeleMagic. You control what information is included, what calculations are made based on that information, and how the information is laid out. You can even include graphics in your report, such as OLE objects from your database. With custom reports, you start with a blank page and use report generation tools to build a report. The report generator includes everything you need to produce whatever report you may require. Blank TeleMagic Report In addition to these two basic reporting options, TeleMagic offers a quick list option. A quick list is a custom report with limited formatting options. If you need a quick summary of data in one or more fields, a quick list is the easiest solution. Making a quick list is a simple matter of selecting the fields you wish to report on and deciding on a name. All report options and features are available through the Reports menu selection on the menu bar. The Reports menu itself can be configured to meet your needs. You can add or remove your custom reports and quick lists on the menu for quick access to the reports you use the most.

31 TeleMagic Enterprise Reviewers Guide 32 Imports and Exports When it comes right down to it, a database application is about records. In order to be able to view, sort, call, or fax a contact, you have to be able to get the contact information into the application. TeleMagic provides full-featured Import and Export modules that make transferring your records into and out of TeleMagic a snap. Export You can export data from your TeleMagic contact database and Activity Manager to files that can then be imported into word processors, spreadsheets, other installations of TeleMagic, and other databases. During export, TeleMagic converts your data to a file format that another program can read. TeleMagic allows you full flexibility during export. You create an export format that allows you to choose the export file type, choose which records to export, rename fields and determine record sort order. Once an export format has been created, it can be used repeatedly as new records are added to the database. TeleMagic s export function is designed to provide you with the maximum flexibility while keeping the process as simple as possible. To accomplish this, TeleMagic exports may be made in any of several formats: TeleMagic for Windows, dbase III+, Standard Data Format (fixed field length), comma or tab delimited formats, or you can define a format using any delimiter required by your target application. Creating an export format is a matter of a few simple steps: Before beginning, create a directory to contain your exported files. Although this is not necessary, it will facilitate locating those files later. To create an export format, select File, Export from the TeleMagic menu and click Add at the Export Format selection box. Enter the name you have chosen for your export format in the text box provided. The name can be whatever you like. Next, you need to enter a file name and path for your export file in the Output file name text box. The file name and path should be entered in standard drive\path\filename format. To create a TeleMagic for Windows format export, the file name must end in 1.dbf. (e.g., C:\TMEXPORT\EXPORT1.DBF) Choose Fields to Export Export Format dialog box Click Select Fields. A mover box will open which will allow you to select or remove whatever fields you wish to include in the export. Click OK. Click Options to also include Activity data in the export. The Activity Options dialog box will open where you can specify which activities to include in the export. Click OK through both windows to return to the Export Format selection box and click Run. The resulting export will include contact data for your entire database with any activities in the selected filter. The export files will be written to the directory specified in the Output file name text box. These files can now be transferred to your target installation by the most convenient means.

32 TeleMagic Enterprise Reviewers Guide 33 Import You can use TeleMagic to manage more than just your contact database. You can import existing databases to TeleMagic from a wide variety of sources. TeleMagic s Import Wizard simplifies the process of importing databases from any source. Create a simple format to import TeleMagic files back into the database. Define the import format by opening the Import Formats selection box (select File, Import on the menu bar) and clicking Add. This will open the TeleMagic Import Wizard, which will guide you through the process of creating an import format. The exact procedure varies according to the choices you make, but you will always begin by naming the format and selecting the type of import to be performed. If you choose to create a TeleMagic for Windows import format, you will make the following choices: Whether to import contact or Activity records The location of your source file Whether to use an expression to select which files are imported Which fields in the source file should be matched to which fields in the target database (Auto Assign will automatically identify exact matches), and whether to use expressions to limit the data imported to each field Import Mode What to do when data does not meet validation requirements What to do with records that already exist in the target File Import Formats When to update indexes Whether to update calculations upon import Whether to update the Last Revision field Whether to stamp the notepad and, if so, with what. (You can stamp a literal string here, such as Imported by Jennifer Cram, oryoucanusean expression to determine how each notepad is stamped. If you use a literal string, it must be enclosed in quotes.) How often to update the status monitor during the import. (The less frequently this is updated, the faster the import will proceed.) You will be able to change most of the selections that you made from the Import dialog box. Just select the format name from the Import Formats dialog box and click Change. The Import dialog box will open. Click on the tabs to go to the page where the item you want to change is located and make the required changes. The process of synchronizing data among several Maintain Import Formats

33 TeleMagic Enterprise Reviewers Guide 34 sites introduces the opportunity for a host of problems. To assist in recovering from these situations, TeleMagic Database Utilities includes two specialized tools for troubleshooting and recovering from difficulties that may arise. The first of these tools is the Packet Viewer. With the Packet Viewer you will be able to decompress synchronization packets and generate reports that summarize general data about the system, site, users, deleted records, security groups, and scripts. The report also provides descriptive data of records and , but does not reveal content. The Packet Viewer is a powerful troubleshooting aid. When Data Synchronization Server rejects records from a synchronization packet, they are stored in separate files. The Rejected Records Viewer allows you to examine the contents of these rejected files. You will then be able to assess the value of the rejected data and take steps to retrieve or reconstruct it, if appropriate. When your data has been assessed and recovered or reconstructed, the rejected records can be purged using the Purge Rejected Records utility.

34 TeleMagic Data Synchronization Server Using TeleMagic s DSS (Data Synchronization Server), your entire workgroup is brought together. A direct Internet connection gives you the fastest access to information, no matter where in the world it was entered.

35 TeleMagic Enterprise Reviewers Guide 36 Introduction to Database Synchronization TeleMagic is designed to provide access and easy manipulation of the information that powers a business. Because not all members of a business or workgroup necessarily work at the same location, a method of keeping this information current at all locations must be implemented. Data Synchronization Server works in conjunction with TeleMagic Enterprise to provide this capability, with power and flexibility unmatched by any other contact management application. TeleMagic defines database synchronization. You may have satellite offices sharing a database with your central location; or you may have users out in the field who need to be able to access their activities, , and contact records. You can use Data Synchronization Server with these installations wherever users need to be able to access and edit data away from the main office. Using Data Synchronization Server, changes to your records made in remote sites can be updated in the central location, and vice versa, as often as necessary to ensure that all users are working with the most up-to-date data. How Database Synchronization Works As you make changes in TeleMagic, transactions are created for any changes made in databases included in synchronization. When you go into process mode in Data Synchronization Server, these transaction records are condensed into packets and placed in a directory created by the Data Synchronization Server program called \TM5\TMSYNC\OUTBOX by default. Users can then retrieve these packets and place them in the inbox directories at the remote sites (\TM5\TMSYNC\INBOX by default), or use FTP or transfer to transfer them automatically via the Internet. When a packet in an inbox is processed, Data Synchronization Server will update the remote site with the changes. At the same time, each satellite and remote site is creating transaction records which will end up as packets in their outboxes for eventual synchronization with the central location. In this way, the database synchronization process comes full circle and all users are working with the most current, up-to-date information. Only changed data is included in packets for maximum efficiency. Each field change is analyzed separately using extensive, customizable validation criteria. Data in memo (notepad) fields are merged and sorted by date and time, starting with the most recent. The site time zone and date format is taken into account, converting the date stamp of a notepad entry to the date format in use at the site. Total control over what data is sent to each site down to individual fields! Control is maintained at the central installation for a more secure system. Data Synchronization Server provides field level synchronization. Field level synchronization means that changes to individual fields are tracked separately in the transaction file. This results in greater data integrity, since only fields that have been changed are synchronized. A common method used in other programs is record level synchronization, which results in the entire record being overwritten when a change is made to any field. Some contact management applications claim to offer field level synchronization. In reality, this is only applied to a select few fields record level synchronization is used for all other data. Data Synchronization Server offers field level synchronization for every field in every database that is being synchronized. Field level synchronization has other advantages, including the ability to establish field rules. You can literally control how each individual field will behave when a change comes in from a remote site. What Does TeleMagic s Data Synchronization Offer? Setup for Data Synchronization Server begins with creating sites (synchronization settings for installations that need to share information). You have the ability to: Create unlimited remote and satellite sites with unique settings. Define the users at a site. (If users don t exist at the remote site, Data Synchronization Server will add them!) Streamline setup by creating global settings that will be applied to all sites, unless otherwise specified. The central location has total control over the remote sites, including: The ability to add and delete users at remote locations during synchronization from the central location.

36 TeleMagic Enterprise Reviewers Guide 37 The ability to control security at the remote sites, even assigning users to a group remotely. The ability to create user preferences in the central location and copy them to every user in a remote site. You have control over what contact data gets synchronized to each site, including: The ability to select which levels of which databases are synchronized to each site. The ability to control which fields in which records are included in synchronization for any site. The option of synchronizing only fields that have been changed, or synchronizing all records in a filter. Synchronization can include any of the following: Activities and activity permissions Contact records Custom reports Database structure changes Documents Filters Indexes List boxes OLE fields Preferences Program updates and upgrades Sales Forecasts Screen design changes Security Users You have the option of establishing field rules that allow you to precisely control replacement criteria for changes from the remote sites to the central site for any field. You can: Select from a list of pre-defined rules for every field. Further qualify the selected field rule by creating a user-defined expression. Select to have data that is being replaced saved in the memo field of your choice. The synchronization process has been designed to optimize transfer of data and allow for maximum automation: Data to be synchronized is compressed into packets for ease of transfer and automatically decompressed upon receipt. Individual packets are created for each site and clearly labeled so installations only receive the data applicable to that site and the central location retains total control over what information each site receives. Create scripts to automate processing at the remote sites. Create servers at the central site to control what occurs when you select to process. The ability to automate using your own or communications server, or use the built-in FTP or transfer to transfer packets.

37 Satellite Sites The satellite feature allows one installation of TeleMagic to be both a server and a remote. In a standard synchronization model, there is one central site. Additional installations of TeleMagic share information with each other through that site. The central site maintains total control over the information that is sent to each remote, and over the information that each remote sends back to the central. Satellite sites are similar to remote sites in the way that they communicate with the central site, its remote sites, and other satellites. The central site continues to maintain control over the information that it sends to the satellite and the information that the satellite site sends back to it. The central views and treats the satellite just like any of its other remote sites. The same limits that are placed on remote sites are also placed on satellite sites when they are synchronizing with the central. TeleMagic Enterprise Reviewers Guide 38 Simple synchronization configuration The only difference is that satellite sites can have their own remote sites. These remote sites do not communicate directly with the central site. They view the satellite as their central installation. It becomes a satellite server for its remote sites. The satellite site retains control over the information that is synchronized between itself and its remote sites. This information may or may not be included in synchronization with the central site. A satellite behaves exactly like a remote in relation to the central site, and like a server in relation to its remotes. In most respects, the central office will view a satellite just like any of its other remotes. Synchronization configuration including satellite servers

38 TeleMagic Enterprise Reviewers Guide 39 Basic Setup Data Synchronization Server contains power features that allow you to precisely customize your database synchronization process. As you become familiar with Data Synchronization Server, you will find that these power features allow you to do everything from controlling exactly what type of activities are sent to each site, to automatically creating databases and security settings at remote sites. The more you work with Data Synchronization Server, the more you will find that it impacts on areas above and beyond the simple sharing of data between sites. One of the strongest features of Data Synchronization Server is its flexibility synchronization needs are anticipated and accommodated. This flexibility does not, however, make it difficult to set up and use. In fact, the user can begin with basic setup, which only takes a few minutes, then add power features to this basic setup as their synchronization needs become evident. Setting up the Central Site Data Synchronization Server is designed to synchronize multiple installations of TeleMagic Enterprise V5. Each installation used in synchronization is called a site. The site that contains the primary installation of TeleMagic is called the central site. The central site uses a server to perform synchronization with all of the other sites. The other installations that are synchronized with the central installation are called remote and satellite sites. Basic setup of the central site entails identifying the remote and satellite locations, creating the user list for each site, selecting the databases you would like synchronized, and deciding exactly what information from each of the databases should be included for each site. Data Synchronization Server has been designed to do more than handle the sharing of data between two installations of TeleMagic. Many of these features will only be used in special circumstances and do not need to be accessed during basic setup. Additionally, defaults have been provided where possible for many of the more standard options to facilitate the setup process. These defaults do not need to be edited unless the user desires different settings. Setting up Your Sites So that the central installation always remains in control of the synchronization process, remote sites are set up at the central location. Basic setup of the remote sites involves naming and assigning an ID for each site. From the Data Synchronization Server Setup menu, select Site Maintenance. The Remote Site Maintenance dialog box will appear. Click Add to add a new remote or satellite site. Enter a unique name and ID for the new site. Site Preferences give you the power of true flexibility Once a site is added, the Site Preferences button will become available. Site Preferences allow you to create site-specific settings to control the synchronization of such things as activities and , as well as allowing you to further configure the site for synchronization, if desired. The default Site Preferences are adequate for most installations. Site Preferences

39 TeleMagic Enterprise Reviewers Guide 40 Initialization allows you to easily perform remote system maintenance From the Site Preferences screen, click the Initialization and Initialization Opts tab to access Initialization Settings. Site initialization allows you to use synchronization to prepare the databases and certain areas of security in your remote installation for synchronization. Initialization also allows you to transfer data to your remote sites that would not ordinarily be a part of synchronization, such as scripts and file sets. Initialization can be performed as often as you desire, and you can control exactly what is included each time. When you first add a site, Data Synchronization Server will select default initialization settings that will copy the database structure and contact records from the central installation to the remote site, ensuring that they match. After this first initialization, the site will automatically be set to not initialize, unless you specify otherwise. It is possible to edit these settings for first time synchronization, but it is not necessary for most installations. Creating the User List From the Data Synchronization Server Setup menu, select User Maintenance. The Remote User Maintenance dialog box will appear. Select the remote site with which you will be synchronizing, then select the users who will need to access TeleMagic at the remote site. This list of users will be synchronized to the site, overwriting the list of users currently at the installation. Users that do not exist at the site will be created. Initialization Settings Selecting Databases to Synchronize From the main Data Synchronization Server Setup menu select Databases to Synchronize. The Select Databases to be Synchronized dialog box will appear. Here you can select the databases you would like included in synchronization. Controlling What is Synchronized After selecting your databases, you can select what data is to be synchronized to those databases by establishing Database Preferences. Database Preferences allow you to control what information is passed, from an entire level down to individual fields. Depending on your setup, not all sites will necessarily need to receive the same information. For example, you may wish to limit the information synchronized to your remote laptop users, but need complete synchronization with your satellite office. Once you have established defaults for the information that should be synchronized to most of your sites, you can establish unique settings for individual sites. The Site Setup options on the TeleMagic Data Synchronization Server Setup screen allow you to create exceptions to your global settings that get applied to an individual site. Database Preferences let you customize how you synchronize each database

40 TeleMagic Enterprise Reviewers Guide 41 Control what data is replaced with Field Rules If you were required to manually synchronize your databases, you would probably make decisions about what to change and when. For example, you might decide not to replace the contents of a field with an empty field; or you may decide that the data coming in for a particular numeric field should be added to the existing information instead of replacing it. Field Rules Field rules allow you to give instructions to Data Synchronization Server to do this for you. Rules can be established for every field that has been set up for synchronization, so you can control how each field will behave when a change comes in from a remote site. Every field canhaveitsownrule. Using field rules, you can choose from among a selection of pre-defined rules to control how and when a field in the central installation is synchronized, then have the option of creating an expression to control exactly when that rule is applied. In addition to setting replacement rules for your fields, you have the option of controlling what happens to data that is getting replaced. If you have a field that contains crucial information, you may wish to be able to compare the incoming information to the data already existing in the field. The field rules feature also allows you the option of moving the data that is being replaced to a memo field where you can retain it or review it. Easily configure and reconfigure your sites to meet your changing needs. Server Maintenance Server Maintenance allows you to quickly add multiple data synchronization servers, and define how and when processing occurs. You can have one server that processes continuously, or only during a specified time each day. You can have multiple servers performing specific synchronization tasks; or any other combination of settings to handle your specific synchronization requirements. This allows you the option of automating processing at the central installation; you can establish your server, start it processing, and leave it in process mode with the confidence that it will process exactly when and what you have specified. Processing at the Remote Installation Data Synchronization Server is designed to make processing by remote sites as simple as possible. The remote user marks the check box of the desired action (e.g., Create Outbox packet), then Server Maintenance

41 TeleMagic Enterprise Reviewers Guide 42 clicks the Begin Process button. Scripts can be created to simplify the process even further, so that the user need only double-click an icon to synchronize with the central or satellite site. Server Log and Reports Stay informed with Data Synchronization reports. Data Synchronization Server keeps a detailed log of each synchronization process. You can view and print only the details in which you are interested. A Server Setup report is also available, which will list your settings for each site. This allows you to quickly view and analyze the current settings to determine if any need to be adjusted. FTP Transfer Log Maintenance Report FTP transfer is automated file transfer of your Data Synchronization packets via the Internet. It allows you to automatically establish an Internet connection and send outbox packets to an FTP site. You may also retrieve packets that have been sent from other sites to the FTP site and copy them to your inbox. Other data synchronization applications use a direct connection to transfer data. This can be very expensive when a large amount of information is exchanged on a daily basis. TeleMagic s method of transferring data costs far less than a direct connection, simply because the only expense associated with it is the cost of your Internet Service Provider. You also have the option of using TeleMagic Internet Mail to transfer packets using the Automation Server. Setup of FTP transfer entails giving Data Synchronization Server information on establishing your connection to the Internet and the location of your FTP site. You can also establish how processing should occur for your servers and remote sites and exclude any remote sites that do not have Internet access from file transfer. Before you begin setup within Data Synchronization Server, you should set up the workstation(s) that will be used to process and transfer packets. FTP Site Setup Within DSS, you will specify the location at the FTP site where Data Synchronization Server should place outgoing packets and retrieve incoming packets. You will need to set up the directories on your FTP site for packet storage and retrieval. One directory will contain outgoing packets from the central site. The remote sites will retrieve their packets from this directory. They in turn will place outgoing packets into a second directory from which the central site will retrieve its inbox packets. remotes. When using satellite servers, two additional FTP directories are required for each satellite s incoming and outgoing packets. The satellite server will reference the central s FTP directories when synchronizing with central, and will reference its FTP directories when synchronizing with its

42 Packet Transfer via FTP In Transport Options, you can configure the location of your FTP site and the FTP directory names. Similar communications setup screens are available at satellite and remote installations. Once Transport Options setup is complete, you can use it to completely automate the entire process of synchronization and transfer of packets. No further action by the system administrator is needed. TeleMagic Enterprise Reviewers Guide 43 Packet Transfer via If you prefer, you can choose to transfer packets automatically via . This avoids the necessity of maintaining an FTP site and allows you the option of using the Automation Server to handle the actual transfer of packets. Select the FTP Preferences transport method on the Transport Method page of the Transport Options dialog box. On the Preferences page, provide the account information in the fields provided. To use Automation Server to transfer the packets, mark the Transfer using Automation Server check box and select the queue you want to use from the drop-down list. If you are using the Automation Server to transfer packets, you will need to set up the queue that you will be using to transfer DSS packets. To do so, open the Automation Server and click Setup. Select the queue that you will be using to transfer DSS packets and click Edit. Open the Specific Settings page and choose the required radio buttons. Be sure to receive either DSS Only, orall. If you are using DSS to transfer packets, you will need to open the Connection page of the Transport Options dialog box in DSS and provide the requested connection information.